The Role:
Essential function:
Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems
Provides basic telephonic training on these systems when required.
Escalates more complex problems but must manage the incident to completion.
Identifies interim and long-term solutions and provides regular updates to the Senior Problem Analyst.
Participates in internal forums and work groups to contribute to the methodology and standards.
Deliver a first line support service via the Service Desk by logging Incidents and Service Requests received telephonically and via e-mail.
Offering technical advice to end users. This will include working as part of a team, to share knowledge and work together to increase performance standards.
Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within the agreed SLA, according to the agreed processes and in a professional and customer sensitive manner.
Deliver an after hour standby first line support service to end users. This is a Service that is delivered by the Service Desk team on a rotational basis.
Providing daily feedback to end users on outstanding active calls.
Manage a variety of tasks and activities which may require adjustments to priorities to satisfy business needs.
Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
Any task given to ensure great service delivery
Skills and Experience:
Essential Qualification:
Degree or Diploma and required Certification with 2 years related experience.
ITIL Foundation certified
Key Accountabilities:
Technical function:
Client Delivery
Reporting and Administration
Technologies
Business Requirements
Definition Problem
Tracking Tool
Personality and Attributes:
Soft skills:
Interpersonal savvy - Contributing dependently
Decision quality - Contributing dependently
Action orientated - Contributing dependently
Optimises work processes - Contributing dependently
Being resilient - Contributing dependently
Collaborates - Contributing dependently
Cultivates innovation - Contributing dependently
Customer focus - Contributing dependently
Drives results - Contributing dependently