IT Service Desk Analyst

A digital bank with a strong entrepreneurial identity and a high-performance culture is looking for a Customer Service Representative to attend to our customers including telephonic, email and WhatsApp requests and queries in an inbound call centre environment, maintaining standards of high customer orientation and professionalism. 

Location: Johannesburg, South Africa 

DUTIES AND RESPONSIBILITIES 

• 1st line IT and Technical Support 
• Troubleshooting and analysing IT related hardware and software issues. 
• Logging and tracking of incidents and requests. 
• Track, route and redirect tickets to correct resources/ resolver groups. 
• Escalation of re-occurring incidents and identify trends. 
• Follow up on priority incidents and requests. 
• Resolving internal personnel and partners/ suppliers IT queries remotely or at the office. 
• Prioritizing and resolving IT concerns and escalating high priority issues to relevant 
  stakeholders.  
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.  
• Documenting processes and maintaining service desk records.  
• Collaborating with internal departments to ensure that IT needs are met.   

 REQUIREMENTS 

• Grade 12 or NQF level 4 
• National Certificate in Information Technology 
• A+ and N+ 
• 3 Years National Diploma is an advantage.  

Personal Competencies: 

• Ability to provide first time resolution by using available tools. 
• In-depth and current knowledge of computer programs and hardware. 
• Proficiency in customer relationship management (CRM) and task management software. 
• Exceptional analytical and problem-solving skills. 
• Advanced collaboration, communication, and interpersonal skills. 
• Excellent organizational and time management skills. 
• Troubleshooting experience on Microsoft desktop OS and software related issues is also 
  required. It is also vital that service desk analysts possess competency in call centre 
  management tools.