Service Desk Analyst & Reporting Specialist

Datafin IT Recruitment; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Datafin IT Recruitment in Durban is seeking a meticulous Service Desk Analyst to join its KwaZulu-Natal division. You will provide 1st line technical support, log and manage incidents, and ensure ITIL/SLAs adherence through efficient ticket lifecycle management.

The ideal candidate must have Matric/Grade 12 and ITIL Foundation; proficiency in Windows 7, MS Office, ITSM, and HEAT is essential, with strong communication and attention to detail under pressure.

Qualifications

• Matric/Grade 12 is compulsory.
• ITIL Foundation is preferred.
• A+/N+/MCSE or IT qualification in progress would be beneficial.

Responsibilities

• Develop and maintain professional working relationships with clients and end-users in support of the Operations Manager.
• Log, categorize, priorities, manage, and resolve incidents and service requests based on business impact, urgency, and financial impact.
• Manage the end-to-end ticket lifecycle, including ownership, follow-up, resolution confirmation, and closure.
• Manage incoming call queues across telephones, email, self-service, and referred walk-ins.
• Maintain accurate and timely ticket updates, ensuring a complete audit trail of actions, escalations, and resolutions.
• Liaise with third-party vendors and internal technical teams to resolve escalated incidents, problems, and queries.
• Provide clear and professional technical information and feedback to end-users at all levels.
• Maintain service and quality standards in accordance with business processes, procedures, and SLA requirements.
• Create and maintain relevant Service Desk processes and procedure documentation.
• Coordinate with Legal Counsel and respective Business Units where required to support business processes.

Skills

Communication skills

Customer driven

Attention to detail

Teamwork

Coping under pressure

Education

ITIL Foundation

A+/N+/MCSE study

Tools

Windows 7

MS Office Suite

ITSM

HEAT

Job description

Datafin IT Recruitment in Durban is seeking a meticulous Service Desk Analyst to join its KwaZulu-Natal division. You will provide 1st line technical support, log and manage incidents, and ensure ITIL/SLAs adherence through efficient ticket lifecycle management.

The ideal candidate must have Matric/Grade 12 and ITIL Foundation; proficiency in Windows 7, MS Office, ITSM, and HEAT is essential, with strong communication and attention to detail under pressure.