It Support Analyst (Service Desk Analyst)

IT Support Analyst (Service Desk Analyst) Contract Duration: 2024-09-06 to 2024-10-05
Type: Contractor
Reference: JHB006350
Department: Information Technology
Managed Talent Solutions, a Business Unit within Datacentrix, is looking for X2 IT Support Analysts. This is a short-term contract to be based in Pretoria. The Analyst must be ITIL certified, with knowledge and experience in supporting M365, and extensive knowledge of service management tools such as MS Service Manager or Manage Engine. Technical SkillsMatric plus Diploma in Information Technology or related fieldITIL V3 or V4 certifiedKnowledge in support of Microsoft Office 365/M365 suiteExtensive knowledge of Service Management tools such as MS Service Manager or Manage EngineRequirements:Provision of a central point of contact for IT Service Requests and Incidents for the client.Receiving, logging, assignment, categorization, and prioritization of calls, and timely closure of calls by support teams reported at the Digital Experience Hub (Service Desk).Responsible for initial diagnosis of incidents as per defined procedures.Identify and escalate incidents and complaints requiring urgent attention or elevation to higher priority to respective support teams.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.Monitor calls against the defined service level agreements.Perform trend analysis to identify common issues and potential 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 incidents, problems, and requests.
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