Service Desk Analyst (95340)

at  Auto General Insurance

NOTE: An internal movement has been submitted for this position, ie Matthew Hinds is moving into position 94622
The Service Desk Analyst is responsible for providing frontline support services to users, handling
Incidents and Service Requests using the Incident and Request fulfillment processes in line with Service Desk Objectives, as part of the reliable delivery of the technology systems and tools that underpin Auto &General’s business operations.

KEY ACCOUNTABILITIES

• Provide ICT support to users and solve non-complex problems to minimise system down-time and

loss of productivity

• Respond to enquiries from various sources in a responsive, customer focused manner and ensure

that accurate, targeted and timely information supplied effectively resolves the customer issue or

fulfils the customer request

• Support set-up activities for computers, printers, multifunction devices, tablets, smartphones and

other ICT systems

• Use appropriate tools and methods to address user support queries and return users’ ICT equipment

and systems to optimum efficiency

• Participate and contribute to the development and ongoing maintenance of the ICT support

documentation

• Provide telephone, face to face and remote support services to users.
• Follow agreed procedures, respond to requests for assistance by providing support or refer to the

knowledge base when available

• Maintain accurate log entries of service requests and incidents with resolution timeframe when

applicable or informative updates

• Triage incoming incidents and requests ensuring the information is accurate and actionable in a

timely manner.

• Liaise with third party vendors when required to resolve incidents or service requests.
• Ensure that incidents and service requests are escalated to the appropriate team when necessary.
• Contribute to the Service Desk knowledge base by creating and updating articles.
• Seek out opportunities and contribute to improve Service Desk practices and procedures.
• Follow-up of escalated incidents or service requests to further increase knowledge.

• Contribute to the identification and escalations of problems in the environment.Provide rostered after hours support services.