Service Desk Analyst

at  iOCO

QUALIFICATIONS REQUIRED:

• Matric Maths / a Full N3 Qualification including Maths
• Certificate or Diploma in IT
• Microsoft Certified Systems Engineer
• Microsoft Certified Professional Certification
• Advantageous:
• ITIL Foundation, Cisco CCNA

THE ROLE

Our Client is looking for a Service Desk Analyst who will be responsible for providing first line technical support and customer service. A broad understanding of technical procedures and infrastructure is required. Your role will be to handle customer interactions on daily support issues whilst maintaining the set SLA set forth by the client.

WHAT YOU’LL DO:

• Acknowledging failures and incidents logged to you are resolved within SLA.
• Ensure all calls logged via email are accepted and addressed with the end user within agreed upon SLA.
• Follow up on escalated tasks with non-client facing support to ensure SLA compliance.
• Escalate and address any tasks that are in breach SLA.
• Ensure end-user feedback to keep the user updated on the progress of any incidents and request logged.
• Co-ordinating and assisting with all Onsite operations. e.g., Network point installations, Wireless AP installations, Desktop systems upgrades, etc.