Request Analyst – Request Management _ZA

Western Cape, Full Time Deadline: Not specified


To provide Full End User Administrative Support to customer and all on-site support teams.

What you will do:
Technical 60%

Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests.
Remotely distribute applications – eg. via SCCM, SMS.
Alert the Service Desk of any Server / Network failures or potential failures.
Monitor server and network capacities, ensuring critical thresholds are not exceeded.
Advise the SDM / Ops Manager / customer on the impact of adding applications / systems to the existing infrastructure.

People Management 15%

Communicate all progress of requests to customers.
Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.
Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate.
Escalate potential service issues, where appropriate.
Provide cover for other service analysts in their absence.

Administration 25%

Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.
Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion.
Provide documentation for addition to the site procedures file on all Network Administration tasks.
Ensure that out-standing requests are kept within acceptable levels.
Accurately complete Computacenter forms (holidays, training, sickness etc).
Attend Team and Sector meetings.

What we require:

Matric Education
Good communication skills
Ability to work under pressure / in a pressurised environment.
Ability to address and resolve problems, when they arise.
Time management and organisation skills – prioritising own workload
Team working
Customer care skills – ability to listen to and understand the customer’s needs.
Able to work on own initiative.
Good technical knowledge of main IT platforms, methods and applications
Good understanding of operating systems (e.g. Windows Vista, Windows 7)
Good understanding of LAN OS (e.g. Active Directory, Unix, ’ Windows 7)
Good knowledge of PC hardware ’ software configuration
Good Windows application knowledge
Understanding of Call Management systems