IT Service Desk Analyst at Ellahi Consulting

Role Description

• Providing 1st line support to a globally distributed customer base via multiple contact methods (telephone, email, and in person). The majority of support is delivered remotely using remote desktop tools.

Responsibilities include:

• Logging incidents and service requests
• Resolving a high volume of support requests at first contact
• Ensuring service level agreements (SLAs), customer satisfaction, and continuous service delivery are met

Candidate Requirements Profile

Education

• Grade 12 or equivalent (NQF 4) – Required
• IT-focused post-matric technical or tertiary qualification (NQF 5/6/7) – Required
• ITIL Foundation certification – Preferred

Experience

• 2 years IT Service Desk support in a large corporate environment – Required
• 2 years of in-depth IT troubleshooting & process understanding – Optional

Knowledge, Skills, and Competencies

System Skills

• Technology    Proficiency
• Microsoft Office    Advanced
• Citrix    Beginner / Intermediate
• F5 or other VPNs    Intermediate / Advanced
• Windows 10    Intermediate / Advanced
• Mobile Devices (Blackberry, Apple, Android)    Intermediate / Advanced
• Laptop/Desktop Hardware    Intermediate / Advanced 

Technical Skills

• Experience in IT Service Desk within a large corporate setting
• Excellent customer service and active listening skills
• Strong problem-solving mindset; reliable and open to solutions
• Flexible and adaptable to changing business demands
• Able to prioritize business-critical issues and mitigate risks
• Proficient English communication (verbal & written)

Working knowledge of:

• Citrix and F5 VPN (remote work troubleshooting)
• Windows 10, desktops, laptops
• Mobile device support with admin on BES12 or MobileIron
• Microsoft Office 2010+

Behavioural Competencies

• Handles queries efficiently with diplomacy and tact
• Follows instructions precisely
• Adapts and responds well to change
• Delivers results and meets expectations
• Works collaboratively and through others
• Mental, Environmental & Legal Requirements
• Can handle pressure, setbacks, and stress

Works effectively to deadlines

• Maintains confidentiality at all times
• Available to work weekends, within or outside the 45-hour shift roster
• Physically capable of handling heavy IT equipment
• Must have a clear criminal record

Key Responsibilities – Remote and Local IT Support

• Deliver outstanding quality for all IT Service Desk contacts (measured against KPIs)
• Perform 1st line troubleshooting for the firm’s core systems
• Log and manage all support calls (emails, chats) in the service management tool per SLA
• Assign incidents/requests to 2nd & 3rd line teams after exhausting troubleshooting
• Provide proactive updates to all parties on incident/request statuses through to resolution
• Identify support trends and raise problem records or training needs
• Meet or exceed defined quality and performance targets
• Develop and update knowledge base articles monthly
• Provide desk-side assistance to users locally when applicable
• Act in accordance with the company’s Information Security Policies, reporting any incidents or risks