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Service Desk Analyst

Full time
Expires in: EXPIRED
Posted by:Momentum
No Longer Available


About The Role:

The primary purpose of this role is to provide 1st and 2nd level support services for the business users with the goal of providing the first point of contact resolution, resolving issues and identifying problems for business users.

Key Duties In This Role Include:

  • Ensure correct and effective support of hardware and software as per service level agreements.
  • Provide the first point of contact and support for information technology-related problems. Providing the user with excellent customer service and fulfilling their request or logging their incident in a timely manner under the correct priority.
  • Provide excellent customer service to businesses that contract information services for the maintenance of their computing environment.
  • Meet or exceed service level agreements and user expectations.
  • Respond promptly to all calls allocated by the Service Desk.
  • Maintaining service levels.
  • Ensuring call notes are accurate and detailed.
  • Accurate data entry of user contact details and description of request/incident – logged under the relevant priority.
  • Create and maintain supporting documentation and task work instructions.
  • Ensuring call notes are accurate and detailed.
  • Call Monitoring and quality assurance checks.
  • Distribute and share common troubleshooting information as well as ensure the current knowledgebase articles are up to date.
  • Identify and develop service improvement initiatives as time allows.
  • Actively seek to improve services, tools and support experience for the Business Users, both within the Service Desk and also other teams.
  • Follow up on major incident action items.

The Ideal Candidate Will:

  • Self-motivated, action-oriented person with initiative, capable of working unsupervised
  • Strong ability to work as a member of a team and alongside other team members
  • Strong diagnostic and problem-solving skills
  • Good oral and written skills are required for communicating effectively with users
  • Ability to work well under pressure
  • Ability to deal with, communicate and understand the problems and requirements of users, business and IT Managers
  • Tertiary qualification in Information Technology, Computer Science or equivalent (preferred)
  • Well-rounded knowledge of leading applications, Server components, Operating Systems, common architectures and cloud solutions.

Apply Now or for more information reach out to or