Job title : IT Service Desk Analyst Job Location : Western Cape, Cape Town Deadline : January 13, 2025 Quick Recommended Links Jobs by Location Job by industries Key Performance Areas: Ticket Management Acknowledge calls logged in Ticket Management System Monitor assigned tickets in queue and process based on priority Take ownership of user problems Follow up on tickets on behalf of the user and communicate progress in a timely manner Report unresolved issues to the Service Desk Coordinator for escalation Incident Management Resolve incident at the first point of contact where possible Escalate to appropriate support staff and monitor progress Ensure proper categorisation of tickets Adherence to policies and operating procedures Adherence to Resolution SLAs Service Request Management Resolve requests at the first point of contact where possible Escalate to appropriate support staff and monitor progress Ensure proper categorisation of tickets Installation and configuration of hardware and software Manage PC setup and deployment for new employees using standard hardware, images and Software Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Adherence to policies and operating procedures Adherence to Resolution SLAs Event Management Event Management Effective Monitoring and alerting Escalation of priority tickets logged onto ITSM tool Manage Client Relationships Working with Capfin employees in a professional manner To build service relationships with internal clients Requirements Qualification and Experience: Tertiary qualification, A+N+and /or studying towards a National Diploma in IT, ITIL Foundation V3 3 years in an operational IT environment / IT Service Desk environment Customer Service jobs