Service Desk Analyst

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

Location

Cape Town

Daily onsite presence