Senior Service Desk Analyst

Legal Careers Ltd; Sandton; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A top tier law firm in Sandton seeks a Senior Service Desk Analyst responsible for operational coordination of the IT Service Desk. The role requires exceptional customer service, communication, and analytical skills. Candidates should have relevant IT qualifications and 5+ years of experience in a managed services environment supporting over 500 customers. Training service desk analysts is a key responsibility in ensuring excellent service delivery.

Qualifications

• 5+ years of experience in a managed services or IT environment.
• Experience supporting 500+ customers within a professional services environment.
• Ability to manage demanding customers at all levels.

Responsibilities

• Coordinate day-to-day operations of the Service Desk team.
• Log all queries and update the ticket system as per procedures.
• Provide ongoing training and support for service desk analysts.

Skills

Customer service focus

Communication skills

Problem-solving skills

Analytical skills

Education

Relevant IT qualification (A+, N+, MCSE)

Microsoft Office Specialist (MOS) Master 2010 Certified

Microsoft AZ900

ITIL qualification

Tools

Microsoft Windows 10 and 11

Microsoft 0365

Active Directory

SCCM

Video conferencing tools

Job description

A top tier law firm based in Sandton is seeking a Senior Service Desk Analyst to join their team.

Role summary:

Reporting to the IT Service Desk Manager, this is a highly customer focused and visible role requiring excellent
communication, co-ordination, analytical and problem solving skills.

The Senior Service Desk Analysts are responsible for the day to day ‘business as usual’ operational coordination
of the team; they must have excellent customer care and communication skills as they are dealing with all levels of customers within the firm. They also need to be proficient in the firm's main technologies and applications to provide the high level and wide range of service required.

The Team:
The IT Service Desk forms part of Business services, Information Technology and provides a proactive, centralized first/second line on-site support service to customers in the firm. The key focus of the team is to deliver a world class IT service to the business. In addition to this senior position, the team consists of three role types:-

• 1st line - remote support via phone/email.
• 2nd line - desk side support.
• 3rd line - basic administration (Active Directory, Exchange & other applications).

Reports to:

• IT Service Desk Manager

Key performance areas include (but are not limited to):

Service Desk (SD) Analyst duties:

• Working as part of the wider team, ensuring attention is paid to achieving the team KPIs by answering
• calls and resolving tickets;
• Logging and updating all queries within the ticket logging system for tracking and audit purposes, in line with set procedures;
• Facilitate repairs of faulty equipment;
• Setup IT equipment required for boardroom meetings, video conferences and external client meetings where required;
• Maintain compliance with IT policies and procedures;
• Ensuring that stock levels are maintained, loan equipment is issued and returned and processes exist and are verified to aid these;
• Ensure that all incidents that are logged and or escalated are driven to timeous resolution within SLA guidelines;
• Managing, owning and being responsible for all IT first/second line support issues for customers;
• Referring issues that cannot be resolved immediately to appropriate members of the third line support teams.

Senior SD Analyst duties:

• Working closely with the Service Desk Manager to ensure that customers obtain the best advice with both proactive and prescribed training on using the Group’s products and services, within a culture of continuous improvement geared to customer needs;
• Provide ongoing training for the service desk analysts and proactively supporting the development of all team members to ensure continuous improvement in service delivery;
• Ensuring the service desk analysts deliver a consistent message to customers with focused communication, courteously, by a variety of mediums, telephone, email, text, letter and face-to-face encounters;
• Working with the team to ensure focus is paid to achieving KPIs, whilst maintaining a high level of morale;
• Working with the service desk manager and the Data Centre Networks team to discuss and agree possible improvements to customer service and being an integral part of continuous service improvement;
• Development of service catalogues, knowledge bases and intranet or newsletter based customer information as defined within the ITIL based service management framework;
• Assisting service desk manager by taking responsibility for trend analysis, reviewing weekly/ monthly data to understand the top 10’s of areas such as categories and customer. Putting into place actions to mitigate repeat trends;
• As and when required, take responsibility for the planning and resourcing of the small scale projects such as Candidate Attorney rotations, Vacation Student programs and International Academies;
• Dealing with escalated incidents, and requirements for VIPs. Including introductions for Partners, ensuring visiting partners are greeted and their needs met as well as preparing for and supporting Excom/Mcommeeting.

Job requirements

Qualifications:

• A relevant IT qualification (A+, N+, MCSE or a combination thereof).
• Microsoft Office Specialist (MOS) Master 2010 Certified.
• Microsoft AZ900.
• Will hold an ITIL qualification and quantifiable experience in all aspects of service delivery.

Experience:

• Personally resilient to manage demanding customers at all levels, highly customer service focused with excellent communication and negotiation skills with strong analytical, planning, and process implementation skills with a passion for quality.
• Experience of working collaboratively with others to achieve success.
• Experience of working at both 1st/2nd line in a busy professional services environment, supporting 500+ customers.
• The candidate should ideally have 5 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.

Skills and Knowledge required

• Microsoft Windows 10 and Windows 11
• Microsoft 0365
• Microsoft Entra
• Apple and Android products (Tablets/Phones) Microsoft Intune
• Printing solutions (desktop and MFD)
• Active Directory and Exchange Management
• Mimecast email management
• SCCM (reporting, collection management, log analysis)
• Worksite DMS/iManage (or other Document Management Systems)
• Aderant Expert, CMS, Interaction
• Encryption software
• Video conferencing (MS Teams enabled boardrooms)
• Intermediate experience in networking

Competencies:

• Strong oral and written communication skills and sufficient gravitas and influencing skills to work successfully & confidently at all levels including top management, partners and other stakeholders, as well as business services staff.
• Able to seek and evaluate information from a variety of divisions, departments, services and business services teams.
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality customer service.
• Highly motivated and results oriented.
• Excellent organisational skills with attention to detail and accuracy.
• Adaptable, positive, innovative, conscientious and pro-active with a professional attitude.
• Ability to handle intense pressure and meet deadlines.
• Knowledge of legal industry and technology, an asset.
• Accomplished team player.
• Modern, innovative and solutions driven by maintaining a strong knowledge of latest IT technologies, IT industry developments and IT best practices.
• Remain calm under pressure.
• Be detail oriented and delivering timely and accurate information in a fast paced environment.