Service Desk Analyst

Employer: Full Circle Contact Centre Services (PTY) LTD
The IT Service Desk Analyst will provide first and second line technical support. The successful candidate should have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of system problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Key responsibilities

Provide first line response for users requiring assistance with system issues and problems
Respond to requests for assistance by phone, email and/or using a service desk management system
Logs all system problems and tracks the calls through to resolution
Ensures timely escalation of problems by assigning an appropriate priority and resolution
Documents Service Desk processes, procedures and resolution information
Provides day to day end user support.
Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions
Follow procedures for software and hardware inventory and license tracking
Analyze existing hardware and software processes, identify potential improvements

Standardize and document all new processes and procedures
Provide a single view to the management for system related problems
Ensure safe working practices are adopted by themselves and other employees in their work areas to maintain a safe working environment for employees and clients. These are defined in the staff handbook.
Work in compliance with the code of conduct of Capita and its commitment to equal opportunities.

Client Services

May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered
Implementation of Guidance and Policy
Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others
Skills and Abilities (what must I be able to do / display):

Excellent timekeeping and punctuality
Working with people
Persuading and influencing
Coping with pressures and setbacks
Commercial Awareness
Relating and networking
Structured Thinking
Strategic Management
Methodical approach
Commitment to Customer Excellence
Business acumen
Ability to conform to policy and procedure

Candidate Requirements
Minimum Qualification:


Matric

Minimum Experience:

Criminal and Credit clear
Minimum of 2 years equivalent work experience.
Industry certifications, this can include A+, N+ and/or MCTS/MCITP.
Knowledge of the ITIL methodology, change management processes and risk management processes - Advantageous
Operational requirement:


Valid Driver’s License
Own Transport is essential. This is required for moving between sites and for work required out of hours
The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Please submit your most updated CV including all employment history to date.

Please apply with your private email with the name of vacancy in the subject line
of your email
.

Required Skills
A+ : 1 to 2 years
N+ : 1 to 2 years
Mcts : 1 to 2 years


Apply Here http://bit.ly/2OHhH5l

Job id : , #69326, 12 views,

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