Service Desk Analyst (Cape Town) at Ninety One

In this role you will:

• Provide first, second and third line technical support to multiple teams across different locations, specializing in application software and hardware troubleshooting.
• Support regional and global workforce both on-site and remotely by utilizing diagnostic tools, extensive troubleshooting, and targeted questioning to effectively identify and resolve technical issues.
• Field a high volume of end user calls received through various channels (email, teams, walk-up, phone), ensuring accurate and consistent logging and updating of all incidents and requests.
• Provide clear communication and instructions to users, guiding them through IT-related problems and solutions.
• Understand and support the data architecture as it relates to data sourced from third parties and internal systems, as well as data required for business applications
• Resolve incidents within Operations Level Agreement (OLA) and Service Level Agreement (SLA) timeframes.
• Maintain the technical knowledge base by creating, editing, and publishing articles to Confluence for future use.
• Escalate unresolved issues to appropriate internal teams while taking ownership of tickets and driving them to resolution.
• Keep Incidents, Service Requests and Problems up to date with all relevant information on an ongoing basis
• Continuously and consistently update users with status information regarding their tickets, ensuring effective follow-up.
• Conduct post-resolution follow-ups with users to ensure their IT systems are fully functional, meets their needs, and efficiently manage multiple open issues simultaneously.
• Perform user administration tasks such as password resets, user setup, adding or removing users to a distribution list on active directory and basic troubleshooting.
• Execute queries and scripts (particularly in SQL) to perform simple troubleshooting and use logical reasoning with a systematic series of steps to identify the root causes of incidents.
• Cultivate positive customer support experience and build strong relationships with stakeholders throughout the organisation.
• Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance.
• Educate and encourage users to utilize self-service and automation tools for efficient issue resolution.

You should consider applying if you have:

• BCom Information Systems or related degree
• 3+ years of experience working in IT support.
• Certifications or relevant experience in A+, N+ and areas such as Microsoft Office 365, Windows10/11, Azure, Intune, OneDrive, SharePoint, and Teams.
• Proficiency with Mimecast, anti-virus software, Citrix, Microsoft Office 365, MDM technologies like Microsoft Intune and cloud technologies such as OneDrive for Business
• Proficiency in installation and troubleshooting of market applications such as Bloomberg, FactSet and ThinkFolio
• Background in scripting, including experience with automation of tasks using PowerShell or SCCM.
• Proficiency in Service Now or similar ITSM toolset
• Ability to work independently and collaborate effectively within a team and possess a tech-enabled mindset.
• Good analytical and problem-solving skills.

Some of the attributes we look for in a person are:

• A client focused and collaborative approach.
• Ability to analyse, interpret and assimilate information.
• Driven by results
• The ability to ‘approach and own’ and continuously seek out opportunities for development.