IT Support Desk Analyst March 2024 - Cape Town, South Africa - The Key Recruitment Group

The Key Recruitment Group

Verified Company

Cape Town, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

I

T Support Desk Analyst:

Essential duties and responsibilities of the IT Support Desk Analyst include but are not limited to:

Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines).
Escalate unresolved issues to Team Leads.
Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

Requirements:

A matric certificate equivalent high school qualification.
2+ years in general office and customer service experience
1 year of experience with Windows, Microsoft Exchange and Office 36 Excellent command of the English language.
Must be able to perform computer functions and to operate basic office equipment
Strong written and verbal communication skills
Ability to work quickly, accurately and with attention to detail in a highvolume environment
Must be punctual and have good, consistent attendance. Must also be available for overtime when required
Should demonstrate good listening skills and the ability to work well with internal and external customers
Must use good judgment and be courteous and tactful in communications with others
Must be a team player and willing to aid others where and when needed

Additional:

Exhibit a high degree of initiative, followthrough, and criticalthinking skills with the ability to manage multiple priorities in a demanding, fastpaced, meticulous work environment, and make decisions based on the results of research.
Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
Ability to act independently and make decisions within the scope of the position's responsibilities.