CLOSING DATE: NOT SPECIFIED
Function and Business Unit: Infrastructure – ITS
Description of the role and purpose of the job: The Service Desk Analyst is the first point of contact for user who call the IT Service Desk. Providing the highest level of customer service, the Service Desk Analyst answers incoming calls, documents all incidents and requests information in the service management system. The Service Desk Analyst uses a knowledge base tool along with their expertise to provide support in a timely manner
Understanding of KPMG business pressures and the desire to ensure that tickets raised are effectively and efficiently managed and resolved to ensure staff are not impeded in their delivery of services to clients and KPMG through:
Managing and prioritising incoming requests to the Service Desk, via different channels, and ensure timely and effective resolution of end user issues.
Effectively monitor the status of incidents reported, escalating, and updating the team as necessary to ensure interruptions to service are resolved in a timely and efficient manner to agreed SLA’s.
Manage resolution of hardware and software related requests and incidents.
Handle and communicate unexpected application and infrastructure outages using IT tools and effective communicating with end users.
Interfaces with users of technology, employing a high degree of tact and diplomacy, and efficiency to promote a positive image of the department.
Perform system installation, configuration, and patch management.
Track and analyse trends in Help Desk requests to anticipate potential problems and provide and document proactive resolutions to Service Delivery Manager.
Identify, recommend, and participate in the development of end user training programs to increase computer literacy and self-sufficiency.
Work with IT Leaders and IT Service Delivery Manager to develop and communicate application/system usage guides and FAQs for end users
Perform end-user satisfaction surveys and develop action plans with the IT Service Delivery Manager to address areas needing improvement
Leverage service desk best practices and process frameworks, such as ITIL, to drive continual process improvement
Promote automation, self-service tools, and the knowledge base as mechanisms to improve end-user satisfaction and reduce costs
IT Equipment is assigned
Skills and attributes required for the role:
Ability to contribute to a high- performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realise value
Experience in working with large teams
Knowledge of Information Technology Service Management (ITSM) system preferably Service Now
Good problem-solving skills
ITIL Certification(s) is beneficial
Relevant Tertiary IT qualification will be an advantage
Excellent client and issue resolution focus
Good troubleshooting skills
Ability to follow processes put in place by IT Leaders & Manager
Ability to deal with conflict
Extremely high level of confidentially and integrity
Ability to multi-task
The ability to build collaborative relationship with good interpersonal skills and the ability to relate well to colleagues with differing levels of expertise and skills while championing inclusion and diversity
The ability to work well under pressure and to perform to deadlines
Team player who is self-aware
Minimum requirements to apply for the role (including qualifications and experience):