Service Desk Analyst 3-PwC

🗏Job Type

Full Time

The PwC Deal

Our people make an impact through their dedication to client service, creativity, and high performance. Whatever your passion, the opportunities available to you at PwC will help you realise your career aspirations.

As an organisation with an increasingly agile workforce, we're open to a variety of flexible working styles. We're committed to collaboration and strong relationships that help our clients and our people realise their ambitions. Well known for our technical excellence, we're also a firm brimming with energetic and inspirational people who want to build a diverse career in a progressive, global organisation.

What's in it for you? The opportunity to join a diverse and progressive team, with the chance to learn from inspirational people committed to ensuring each and every interaction is an opportunity to learn, challenge and innovate.

About the role

The primary focus is that of providing first and second level support through taking calls or responding to emails, and handling the resulting Incidents or Service Requests using the Incident management and Request fulfilment processes, in line with Service Desk objectives. The Service Desk is the first and Single Point of Contact for all business users who require assistance with IT services, and therefore require technically sound individuals who can deliver quality service through efficient first call resolution that ensures a high level of client satisfaction is achieved.

Essential skills and experience
Minimum 3 years IT Support experience in an end-user support environment.

Experience in Microsoft Windows and Office.
Experience in Lotus Notes.
Experience in call logging systems.
Strong technical knowledge and analytical skills.
Attention to detail.
Experience of consistent, accurate and detailed record keeping.
Clear, courteous telephone manner and ability to communicate with all levels of staff.
Excellent verbal, written and interpersonal skills.
Self-motivated and able to work unsupervised.
Must be detail oriented and able to effectively and accurately document technical issues and requests.
Natural team player with desire to encourage interaction and integration.
Ability to come up with new and innovative ideas to ultimately improve the user experience.
Required qualifications
Comptia A+ / N+ / - Essential
Matric essential
Desirable skills or attributes
Grade 12 / Matric (Essential)
Comptia A+ and / or N+ (Essential)
MCSE / MCSA / MCP or other MS (Essential)
Service Desk Foundation (Preferred)
MOF / ITIL Foundation (Desirable)
Related IT degree / diploma (Advantageous)
Responsibilities
Ensure Service Desk Phone and Messaging system is attended to in a timely manner
Logging Incidents/Requests via our ITSM application providing accurate resolution as required.
Resolve 1st and 2nd Line support issues in accordance with SLA's
Acting as a point of escalation for support queries from more junior Service Desk Analysts which are beyond their technical capability.
Identify and take part in initiatives to improve the quality and effectiveness of the Service Desk.
Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services, and help develop the knowledge and skills of others in the IT Services team.
Ensure the Service Desk delivers a professional and consistent level of service that provides resolutions within agreed deadlines.
Identify problem trends to management and possible actions to assist with process improvement.
Promote an environment where the business receives outstanding client service.
Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT.
Assist with implementation of policies and procedures.
Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
Undertake service analysis, proactive service monitoring or project activities as assigned.
Identify repeat incidents and contribute to provision of comprehensive Known Error Records and Solutions articles as support tools for other Service Desk staff.
Available as per the afterhours support schedule.
The skills we look for in future employees

We're very proud of our unique culture, and expect our people to demonstrate skills and behaviours that will support us in implementing our business strategy. This is important to the work we do, both for our business and our clients. These skills and behaviours are a strong component of our global leadership framework: The PwC Professional.

Diversity

We work in a changing world that offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Our strength lies in creating value through diversity.

Whether you're an accomplished professional or a promising new talent, you'll have opportunities to continuously learn, grow and advance in your career within our network. Our diverse client mix gives you an opportunity to make a difference by working with clients across South Africa and clients with a global reach.

We know that the skills and experiences you gain with us will stay with you throughout your career. So join PwC. We'll help you to reach your full potential.


Apply Here http://bit.ly/2PQ7c0U

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