Junior First Line Analyst-request Management X 6 - Cape Town, South Africa - JenRecruitment

JenRecruitment
JenRecruitment
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
To provide Full End User Administrative Support to customer and all on-site support teams.


Requirements:


Essential Qualifications/Skills/Experience:


  • Technical qualification (e.g. MCSE, CNE, CNA)
  • A+
  • N+
  • Demonstrable LAN Admin experience in similar environment
  • Matric Education
  • ITIL Foundations
  • 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 understanding of operating systems (e.g. Windows Vista, Windows 7)
  • Good understanding of LAN OS (e.g. Active Directory, Unix, & Windows 7)
  • 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
  • Understanding of Call Management systems

Technical 60%

  • Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests.
  • Alert the Service Desk of any Server / Network failures or potential failures.
  • Monitor server and network capacities, ensuring critical thresholds are not exceeded.

People Management 15%

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

Administration 25%

  • 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 outstanding requests are kept within acceptable levels.
  • Accurately complete Computacenter forms (holidays, training, sickness etc).
  • Attend Team and Sector meetings.

Please Note:
For this role, you may require access to sensitive customer financial information.
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