It Support Analyst (Service Desk Analyst) Datacentrix

Job title: IT Support Analyst (Service Desk Analyst)
Company: Datacentrix
Job description:

Technical Skills
Matric plus Diploma in Information Technology or related field
ITIL V3 or 4
Knowledge in support of Microsoft Office 365/ M365 suite
Extensive knowledge of Service Management tools such as MS Service Manager OR Manage Engine.

Requirements:

Provision of a central point of contact for IT Service Requests and Incidents for PIC
Receiving, logging, assignment, categorisation and prioritization of calls, and timely closure of calls by support teams reported at the Digital Experience Hub (Service Desk).
Responsible for initial diagnoses of incidents as per defined
Identify and escalate incidents and complaints requiring urgent attention or elevation to higher priority to respective support
Ensuring incident and problem resolution is agreed upon with the customer and is in line with ITIL practices and approved internal IT standard operating procedures
Provide information to users by phone, e-mail, websites, or in person for technological services rendered by
Monitor calls against the defined service level
Perform trend analysis to identify issues of a common nature and identify possible problems for further investigation by Technical IT Support Teams
Complete and facilitate the resolution of problems as underlying causes are identified
Produce, use, and maintain standards, knowledge base, procedures, guidelines, and documentation relating to User products
Implement, maintain, and support Service Management systems and tools as a source of enablement to access information or details such as incident, problem, and request

Expected salary:
Location: Pretoria, Gauteng
Job posting date: Sat, 13 Jul 2024 07:28:02 GMT
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