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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