Service Desk and L2 Analyst - Claremont at Virgin Active South Africa

Job description

Your Duties and Responsibilities...

• Incident Guru: Manage incidents effectively, ensuring timely resolution and minimal disruption to services. 
• Problem Solver: Investigate, diagnose, and resolve complex issues while working to implement long-term solutions to prevent future occurrences.
• ITIL Advocate: Apply ITIL best practices in incident and problem management workflows, ensuring alignment with service management objectives.
• System Steward: Oversee various systems, ensuring optimal performance and reliability.
• ITSM Specialist: Utilize ITSM tools such as ServiceNow, Jira and Fresh Service for tracking and managing incidents and service requests.
• Knowledge Sharer: Maintain a knowledge base of solutions and contribute to the training of users and peers to reduce future tickets.
• Self-Starter: Proactively learn and master new systems and technologies to perform L2 support functions effectively.
• Resolution Champion: Aim to autonomously resolve 80% of issues logged, demonstrating your ability to manage and troubleshoot effectively.
• This role requires flexibility in working hours to accommodate the dynamic needs of our members and staff.

Minimum requirements

We can’t live without…

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Minimum of 2 years of experience in a technical support role, with a focus on supporting web applications.
• ITIL Knowledge: Firm understanding of ITIL frameworks with practical experience in incident and problem management.
• ITSM Tools Experience: Hands-on experience with ITSM tools such as ServiceNow, Jira, Freshdesk, or Fresh Service.
• System Management Skills: Ability to manage and troubleshoot a variety of systems, with a strong track record of resolving issues independently.
• Analytical Thinker: Strong problem-solving skills with an analytical mindset.
• Communicative Clarity: Excellent communication skills to interact with team members and users effectively.
• Adaptive Learning: Commitment to continuous learning and staying abreast of the latest technological advancements.