Service Desk Analyst Full Time Permanent

Service Desk Analyst – Cape Town

A Service Desk Analyst job vacancy is available in Cape Town, Western Cape, South Africa.

The Service Desk provides 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.

• Ticket Logging
• Incident Management
• Mailbox management

Knowledge / Skills:

• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
• American customer, with a 24 x 7 shift pattern. BAU will run on the EST time zone – e.g. core shift patterns can range from but not limited to 12pm to 9pm / 1pm to 10pm / 3pm – 12am and so on.
• 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.
• A high command of the English language both written and verbal is essential.
• Excellent verbal and written communication skills

Essential Qualifications:

• Grade 12 – subjects: Mathematics, Computer Science.
• Good working knowledge of MS Office & Windows XP/Windows7
• 18- 24 months year in the Customer Service industry
• Basic trouble shooting abilities in the technical / Networking environment

Desirable Qualifications:

• ITIL Foundation v 3 / Good understand of ITIL
• MCSE
• MCP Certified
• MCDST Certified

*Office based job – Northern Suburbs of Cape Town

Search all available job vacancies in South Africa →