IT Support Analyst: Rentokil Initial, Cape Town, Western Cape at Rentokil Initial South Africa

• Providing first and second level technical support, resolving incidents, including via telephone and email.
• Supporting business users remotely using remote management and other collaboration tools.
• Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
• Taking ownership of user problems and being proactive when dealing with user and system issues.
• Troubleshoot technical problems, identify root causes, and implement effective solutions promptly
• Logging all incidents on the Service Desk platform (ServiceNow).
• Responding to incidents raised by end users and assisting with the resolution of any hardware or software related problems including but not limited to desktops, laptops, telephony, mobile devices and printers.
• Own and Maintain End User incidents and requests raised, including updates on the Service Desk platform
• End User Training on the use of RI standard hardware and software
• Escalating more complex incidents and request to the appropriate IT Team member (in-country or globally)
• Troubleshoot network connectivity for all business units
• Keep abreast of operational support technologies, industry trends, Group standards, and ensure these are adhered to.
• Assist with Network and Server Administration.
• Assist with maintaining and implementing backup and recovery systems
• Assist with management and maintenance of all server room hardware, including but not limited to cabling, servers, routers and switches
• Support and maintain computing and mobile device infrastructure
• Asset management of computing and mobile device infrastructure
• Perform routine system updates, patches, and upgrades to keep software and hardware current.
• Maintain accurate and up-to-date documentation of IT systems, procedures, and configurations.
• Create user guides and manuals to assist end-users in utilising technology effectively.

Qualifications:

• Minimum 3 years proven experience in similar role
• Relevant Microsoft Server and related technologies
• Server and end user support technologies, software and hardware
• Excellent understanding of major networking components, network operating systems, Network protocols (TCP/IP) an advantage
• Google Workspace (Advantageous)
• Familiarity with IT security best practices such as Change Control process
• Understanding mobile device and computing management (Vmware WorkSpace One)
• Matric
• IT Tertiary Qualification essential or relevant industry certifications (A+, N+ etc.)
• Microsoft Server
• Networking (Cisco or other)
• ITIL (Advantageous)