IT Support Analyst at Rentokil Initial South Africa

Requirements:

PRINCIPAL DUTIES & RESPONSIBILITIES

• Providing technical support, resolving incidents via telephone and email.
• Supporting 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 pro-active when dealing with user issues.
• Logging all incidents on the service desk toolset (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.
• Maintain incident history on service desk toolset of any software or hardware problems detected.
• Supporting users in the use of computer equipment by providing appropriate training and guidance.
• Escalating more complex calls to the relevant IT Support colleague.
• 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 switche