1st Line Service Desk Analyst Wanted: Pink Elephant South Africa

JOB DESCRIPTION

In this role, you would be responsible for 1st line technical support to Head Office and Store Users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills.

Key Performance Areas:

Providing first line systems support to head office and stores users
Liaison with head office and store staff, colleagues and vendors
Accurate call logging and routing
Ownership of calls – follow-up on calls and feedback to users
Ensuring that calls are resolved in accordance with the requirements of the relevant SLA

Log incidents and service requests and maintains relevant records:
Identifies and classifies incident types and service interruptions accordingly
Records incidents cataloguing them by symptom and resolution
Acts under guidance to record and track reliability data for your services
Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate teams
Maintains records, informs users about the process, and advises relevant persons of actions taken.
Escalates complex or unresolved incidents.

Requirements:

Must have a recognised 3-year IT qualification or Matric with MCSE (certification is highly desirable)
At least two years IT service desk experience (preferably in a retail environment)
Excellent verbal and written communication skills in English and proficiency in a second language
Must be able to work flexible hours (weekends as well to cover trading hours)
Able to work under pressure
Team player
Good planning and time management skills
Customer service orientated

SKILLS
Customer Support
IT SupportCustomer Service
INDUSTRIES
Information Technology (IT)
Retail