IT Service Desk Analyst

Western Cape, Full Time Deadline: Not specified

The Role
Firstly, you should enjoy communicating with people, whether over a phone call, e-mail, or assisting with the creation and expansion of our knowledge base resources. Secondly, you must be highly computer literate, as well as familiar with Product and Software Development lifecycles and how end-to-end software solutions and services are supported. The focus for the role is end-user computing for the business supporting all computers’ operating systems and applications. You will install and configure new IT equipment. Plus, implement, customize and maintain remote software deployments, and provide support to our local and international employee base.

Handling of escalated cases and incidents from regions and territories.
Managing hot issues and system-wide incidents to closure.
Handling daily technical support activities for desktop and network users.
Setting up computers and peripherals and test network connections.
Installing and testing desktop software applications and enabling permissions and user profiles.
Up-to-date knowledge of latest industry trends and best practices.
Asset register maintenance, asset tracking and auditing of assets.
Creating asset lifecycle plans for hardware and software to ensure audit compliance.
Troubleshooting PCs and making recommendations in terms of re-build, upgrade or replace.
Developing and managing effective professional working relationships with contractors and suppliers (who may be operating in other cities or countries).
Adhering to policies per published manuals and directives and assisting with the drafting of these policies where required.
Ensuring policies and procedures are aligned to strategy, legislative, regulatory and internal requirements (including standards and best practice).
Aligning people and processes.
Sourcing and procuring equipment and software licenses.
Managing stock levels of equipment and licenses.
Assisting in assembly and configuration of Entersekt proprietary servers.
Maintaining computer peripheral devices like printers and resolving associated problems, either directly or via service providers.
Comfortable learning new technologies.

Skills and Experience
Successful candidates for this position will generally possess the following qualifications and skills:

Matric (Compulsory)
A tertiary qualification (diploma or degree) in IT
MCSE or equivalent diploma (Compulsory) MCP (Advantage)
A+ and N+ (Advantage)
At least 2 years’ experience supporting users in a corporate environment
ITIL Foundations
Ability to multi-task between supporting both cloud and desktop and or locally hosted applications and servers
Experience with Incident Management tools and systems (for example Jira, MS CRM, SysAid, Freshservice and understanding of the request workflows / journeys
Overall understanding of IT infrastructure and networking, including mobile networks and devices
Understanding macOS would be advantageous
Office 365 support (Intermediate – advanced)
SMART Device Support (iPad, iPhone, and Android)
Windows Hello experience
MS Intune experience would be advantageous
MS Authenticator or similar 2FA product experience would be advantageous
Exposure to projects and delivery would be advantageous

Personality Attributes

Attention to detail, systematic approach to problem solving, proven track record in solving complex technical and system-level issues.
Professional attitude and behavior, as well as customer focus.
Excellent written and verbal communication skills, with an emphasis on confidence, flexibility, and professionalism – this is key to this position.
Ability to build relationships with customers and colleagues.
Strong interest in self-improvement and further studies.
Ability to own and drive special and ad-hoc projects assigned by management.
Self-motivated with strong team spirit.
Valid Driver’s license and own reliable transport (Compulsory).
South African citizen.