Service Desk Analyst

IOCO; South Africa; On-site; ZAR 180,000 - 240,000; Full time

Job summary

A leading company is seeking a Service Desk Analyst to deliver first line technical support and maintain SLA compliance. The role involves addressing customer issues, coordinating onsite operations, and requires a certificate in IT and relevant experience. This 12-month contract position is based in Springs, requiring own transport.

Qualifications

• Minimum 1 year experience in Desktop Support.
• Competence in Microsoft Office, including Word and Excel.
• Working knowledge of Windows-based clients.

Responsibilities

• Provide first line technical support while adhering to SLAs.
• Coordinate and assist with onsite operations.
• Ensure customer interactions are updated on incident progress.

Skills

Technical Support

Customer Service

Microsoft Office

Active Directory

Education

Matric Maths

Full N3 Qualification including Maths

Certificate or Diploma in IT

Microsoft Certified Systems Engineer

Microsoft Certified Professional

Job description

Our Client is looking for a Service Desk Analyst who will be responsible for providing first line technical support and customer service. A broad understanding of technical procedures and infrastructure is required. Your role will be to handle customer interactions on daily support issues whilst maintaining the set SLA set forth by the client.

What youâ€ll do :

• Acknowledging failures and incidents logged to you are resolved within SLA.
• Ensure all calls logged via email are accepted and addressed with the end user within agreed upon SLA.
• Follow up on escalated tasks with non-client facing support to ensure SLA compliance.
• Escalate and address any tasks that are in breach SLA.
• Ensure end-user feedback to keep the user updated on the progress of any incidents and request logged.
• Co-ordinating and assisting with all Onsite operations. e.g., Network point installations, Wireless AP installations, Desktop systems upgrades, etc.
• Desktop Support (Minimum 1 year+ experience)
• Microsoft Office Competence (including Word, PowerPoint, Excel Outlook)Â
• Working within a Domain supporting Windows based thin and fat clients. Â
• Microsoft Office Competence (including Projects Visio) - Advantageous
• Microsoft Active Directory - Advantageous

Qualifications required :

• Matric Maths / a Full N3 Qualification including MathsÂ
• Certificate or Diploma in ITÂ
• Microsoft Certified Systems EngineerÂ
• Microsoft Certified Professional CertificationÂ
• Advantageous :

Other information applicable to the opportunity :

• Contract Position : 12 Months
• Location : Springs, east of Johannesburg
• Travel : Own transport is required

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