1st Line Service Desk Analyst - Pretoria, South Africa - Pink Elephant

Pink Elephant
Pink Elephant
Verified Company
Pretoria, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
_
Previous experience in IT and SQL scripting experience using foreign keys required._


Main Responsibilities

  • 1st line IT and Technical support
  • Answer all incoming calls from customers
  • Logging and tracking of incidents and requests
  • Assignment of tickets to the relevant department while making sure that the tickets are properly classified and prioritized
  • Ability to provide first time resolution by using available tools
  • Identification and escalation of reoccurring problems and incidents
  • Follow up on priority calls
  • Ensure that all incidents and service requests are registered on the call logging system
  • Escalate customer issue as appropriate
  • Create SQL scripts referencing other tables as foreign keys (Retrieving data from tables in the database)
  • Installation of predefined software
  • Troubleshooting of predefined software issues
  • Troubleshooting issues on business specific systems (e.g. Obelix, Mobile app etc.)

Skills/Experience Required

  • 12 years previous experience in IT and SQL scripting experience using foreign keys
  • Any previous IT Service Desk experience
  • Knowledge of Servicely, Cherwell, Service Now or Remedy Service Desk suite knowledge an advantage
  • Excellent telephone etiquette
  • Excellent general communication skills
  • Basic ITIL or Service Management understanding
  • General desktop support knowledge and strong technical abilities
  • Knowledge of Service Desk activities an advantage
  • Experience in the insurance industry will be an advantage

Required Qualifications

  • A+
  • N+
  • ITIL V3/V4 Foundation would be an advantage
  • Team player
  • Strong communication skills
  • Attention to detail and accuracy
  • Initiative
  • People skills
  • High levels of professionalism
  • Punctuality
  • Quick learner
  • Can work well under pressure
  • Have own reliable vehicle
  • Available to work standby

Job Types:
Full-time, Permanent


Application Question(s):

  • Are you able to create SQL scripts referencing other tables as foreign keys (Retrieving data from tables in the database)?
  • Do you reside in Pretoria, Centurion or Midrand area?

Experience:


  • IT and SQL scripting: 2 years (required)
  • IT
Service Desk: 2 years (preferred)
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