Service Centre Analyst

Job category: Helpdesk and Technical Support
Location: Cape Town
Contract: Permanent
EE position: Yes
IntroductionWe are looking to recruit a Service Centre Analyst to work within the IT department of Clicks Group Services. The role will be based at Clicks Head Office in Cape Town and will report to the Service Centre Supervisor/Manager (IT).
Job Purpose The purpose of the job will be to ensure the cost-effective management of IT Incidents and service requests from end to end point of view and to provide dynamic IT Support within the agreed Service Promise.
Job Objectives Providing telephonic and email support to usersTo accurately record, assign, escalate and track all incidents and service requestsTaking ownership of incident and Service request from initiation to closureTo deliver dynamic first line technical support in order to promptly restore IT Services within service levelsTo engage professionally with business users and vendors to provide customer service within agreed service levelsTo ensure that all IT related incidents and service requests are resolved effectively with high level of customer satisfactionTo perform standby work from time to time in the IT Service CentreJob related knowledge and skillsKnowledge of Information SystemsKnowledge of company policies and proceduresKnowledge of governance frameworkKnowledge of customer service and incident management processesStrong verbal and written communication skillsAnalytical and technical computer skillsEducation and ExperienceMatric / Grade 122/3 Years experience within an IT Service/Call CentreITIL FoundationIS or IT DiplomaMCDST (A, ITIL, HDI)
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