Job Description

  • Back
  • /
  • Job Description

Junior First Line Analyst - Service Desk

Western Cape , R12120 - R12120 Per Month
Sector: IT / Computers / Software
Posted: Wednesday, 22 June 2022





Signup/Login to apply

Job Details

SPECIFICATION

A leading UK technology and managed services provider is looking for a Junior First Line Analyst  to provide end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems.

A Service Desk operative will assume full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.

ROLES & RESPONSIBILITIES:

Technical 65%

  • Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests
  • Remotely distribute applications - eg. via SCCM, SMS, Landesk.
  • Alert the Service Desk of any Server / Network failures or potential failures
  • Monitor server and network capacities, ensuring critical thresholds are not exceeded
  • Advise the SDM / Ops Manager / customer on the impact of adding applications / systems to the existing infrastructure

People Management 20%

  • Communicate all progress of requests to customers.
  • Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.
  • Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate
  • Escalate potential service issues, where appropriate.
  • Provide cover for other service analysts in their absence.

Administration 15%

  • Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.
  • Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion.
  • Provide documentation for addition to the site procedures file on all Network Administration tasks
  • Ensure that out-standing requests are kept within acceptable levels.
  • Accurately complete Computacenter forms (holidays, training, sickness etc)
  • Attend Team and Sector meetings.

REQUIREMENTS

Essential Qualifications

  • Demonstrable LAN Admin experience in similar environment
  • Matric Education
  • Good communication skills
  • Ability to work under pressure / in a pressurised environment
  • Ability to address and resolve problems, when they arise
  • Time management and organisation skills - prioritising own workload
  • Team working
  • Customer care skills - ability to listen to and understand the customer’s needs
  • Able to work on own initiative
  • Good technical knowledge of main IT platforms, methods and applications
  • Good understanding of operating systems (e.g. Windows 10)
  • Good understanding of LAN OS (e.g. Active Directory, Unix, & Windows 10)
  • Good understanding of LAN Architecture & Cabling Topologies - to manufacturer accredited level
  • Good understanding of network protocols & WAN architecture - to manufacturer accredited level
  • Good knowledge of PC hardware & software configuration
  • Good Windows application knowledge
  • Understanding of Call Management systems

Desirable Qualifications

  • A+
  • N+
  • ITIL Foundations
  • Service Now and ITSM experience

Knowledge/Skills

  • A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
  • Global customer, with a 24 x 7 shift pattern.
  • Solid and stable connectivity while working from home – reliable fibre area and LTE connection is essential run the service (video is required)
  • Eloquence – verbal and written skills in English are an essential skill to converse with the US user community.
  • Good communicator with the user environment.
  • Dynamic but aware of the views and feelings of others.
  • Able to operate as a good team player.
  • Drive and Energy.
  • Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment.
  • Be able to use varying styles of communication to suit the occasion and the audience.
  • Suggest new ideas within the team.
  • A high command of the English language both written and verbal is essential.
  • Self-motivated with the ability to work unsupervised.
  • Attention to detail
  • Punctuality
  • Excellent verbal and written communication skills