Service Desk Analyst at Allan Gray Proprietary Limited

Job Description

• The Service Desk is the single point of contact for all IT and non-IT related incidents and service 
• requests. 
• Purpose of the team is to enable Allan Gray employees with the tools to perform their role successfully within the organization. 
• The role of the Service Desk Support analyst is to provide first line support to Allan Gray employees related to access management, applications, software, hardware, and infrastructure systems. 
• The role of Queumaster is responsible for the logging and distribution of incidents and service requests to the relevant support groups. 
• Service Desk working environment is a dynamic, fast-paced, high pressurized environment providing remote IT services telephonically, via SCCM, Anydesk and in person. Provide rotational shift coverage (7am-4pm/ 8am-5pm/ 9am-6pm) to align with Service Desk weekday operational hours between 7am-6pm weekday. Require working afterhours on an ad hoc basis weekdays or weekends.

Responsibilities

•  1st Line resolution of Incidents and Service Requests
•  Access management and IT Security & Risk compliance
•  Indexing and Prioritization of Incident and Service Requests within Servicedesk and 2nd and 3rd line IT support teams.
•  Identify and coordinate P1 and P2 Incident resolution.
•  Adhere to agreed SLA (Service Level agreements) 
•  Create, maintain, and publish relevant support documentation to assist in the quick time to resolution of incidents and service requests.
•  Adhere to the reactive and proactive follow up procedures regarding open Incidents and Service Requests.
•  Process employee movement: Onboarding, Crossboarding & Offboarding service requests.
•  Facilitate monthly IT Login session for all new starters.
•  Recommend efficiencies to existing processes and provide input to new procedures by identifying trends and irregularities in workflow processes.
•  Identify and Implement controls to mitigate risk.

Requirements

•  Minimum of 3 years’ experience working in a Service Desk environment with experience in providing 1st line and Access management to the following:
•  Active Directory
•  SCCM
•  Windows 10
•  Office 365
•  McAfee / Trellix
•  Mimecast
•  VPN - Global protect
•  Azure Virtual Desktop (Advantageous)
•  Printer Support
•  2FA - Microsoft Authenticator 

Skills and Competencies

•  Excellent verbal and written communication skills
•  Client centric and professional conduct
•  Resilience
•  Excellent time management skills
•  Willingness to learn and stay abreast with latest technology
•  Understand urgency and impact to determine correct prioritization
•  Strong attention to detail
•  Excellent problem-solving skills
•  Ability to work in a team and as part of a team members

Qualifications

•  Bachelors’ Degree / Diploma in IT/Information Systems 
•  ITIL certification advantageous 
•  Microsoft / Azure / AWS certifications advantageous