A client for Datacentrixis looking for a Service Desk Analyst to be based in Cape Town. The role is a 6 months contract. Theclient is looking for competent Service Desk Analyst to provide fast and useful technical assistanceon computer systems and the person will answer telephonic queries on basic technical issues andoffer advice to solve them.Role Purpose

Provide fast and useful technical assistance oncomputer systems.
You will answer telephonic queries on basic technical issues and offeradvice to solve them.
An excellent Service Desk Analyst must have good technical knowledgeand be able to communicate effectively to understand the problem and explain its solution.
Must also be customer-oriented and patient to deal with difficult customers.
The goalis to create value for clients that will help preserve the company’s reputation andbusiness.

Responsibilities and work outputs    

Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
Serve as the first point of contact for customers seeking technical assistance or escalationsover the phone or email
First and second line support for telephony services andsmartphones.
Logging of all incidents and request on behalf of staff and management
Take ownership of incidents assigned to you and manage them through to resolution.
Delivery of high quality remote support on a range of technical incidents and problems
Responding appropriately to, and effectively resolving customer incidents, queries orcomplaints.
Direct unresolved issues to the next level of support personnel
Follow-up and update customer status and information
Pass on any feedback orsuggestions by customers to the appropriate internal team
Help support, train and mentorother team members where necessary
Identify and suggest possible improvements onprocedures
Skilled in understanding applications within the environment

          Competencies required
          • Self-Management
          • Cognitive / Problem Resolution
          • Excellent communication skills at alllevels
          • Excellent Technicalskills
          • Sound incident analysisand logical troubleshooting skills.
         •  Quality work
          • Work with minimal supervision
         •  Pro-active
          • Self-discipline
          •  Stresstolerance
          •  Accuracy
          •  Interpersonal skills
          •  Innovative skills
          •  Conflict handling
Experience and Qualifications

1 to 2 year diploma / ‘NQF'Level
Relevant IT Certification (A+/MCSE AD, Windows 7)
1  year experience ina similar role
A plus / MCSE/MCDST qualification or any other IT certifiedqualifications
Other IT related modules could include ITIL exposure
Degree orDiploma relating to the IT platform. E.g. Degree in Information Technology or BCOMM