Service Desk Analyst - JHB - Northern Suburbs at Six Senses

Qualifications:

• A relevant IT qualification (A+, N+, MCSE or a combination thereof).
• Microsoft Office Specialist (MOS) Master 2010 Certified or Microsoft 365 Fundamentals Certification (MS-900)
• Microsoft Azure Fundamentals (AZ-900) (preferable)

Key Performance Areas:

• Working as part of the wider team, ensuring attention is paid to achieving the team KPIs by answering calls and resolving tickets
• Logging and updating all queries within the ticket logging system for tracking and audit purposes, in line with set procedures
• Facilitate repairs of faulty equipment
• Set up IT equipment required for boardroom meetings, video conferences and external client meetings where required
• Maintain compliance with IT policies and procedures
• Ensure that all incidents that are logged and or escalated are driven to timeous resolution within SLA guidelines
• Managing, owning and being responsible for all IT first/second line support issues for customers
• Referring issues that cannot be resolved immediately to appropriate members of the third line support teams.
• Log a service desk ticket before issuing any stock.
• Check IT equipment stock levels regularly and compare against asset register at least once a month.

Experience:

• Personally resilient to manage demanding customers at all levels, highly customer service focused with excellent communication and negotiation skills with strong analytical, planning, and process implementation skills with a passion for quality
• Experience of working collaboratively with others to achieve success
• Minimum 2-3 years’ experience in a support environment

Skills and Knowledge required:

• Microsoft Windows 10 & 11
• Microsoft 0365
• Microsoft end Point Manager admin center (or other Management solutions)
• Apple and Android products (Tablets/Phones)
• Printing solutions (PD Print and MFD)
• Active Directory and Exchange
• Mimecast email management
• SCCM (reporting, collection management, log analysis)
• iManage Work 10 DMS (or other Document Management Systems)
• Aderant Expert, CMS, Interaction
• Encryption software
• Video conferencing (Yealink,Teams, BYOD)
• Intermediate experience in networking