I.T Support Desk Analyst:

Our client, a growing Managed Service Provider company, is expanding to the Cape Town market with full-time opportunities for experienced IT Support Desk Analysts with customer call-center experience. This is an exciting position where new employees can expand their careers in IT, including substantial training and certifications over the first year of employment. Our client prepares you to work in a fast-paced, agile, customer service-oriented environment while working individually and collaboratively with a world-class Support Desk team. Working as part of a team, successful candidates will share our values and have an interest in working with the latest technologies to provide exceptional customer service in support of our clients. Remuneration based on experience and qualifications.

IMPORTANT: Candidate must reside in Cape Town as this is an onsite permanent position.

Essential duties and responsibilities of the IT Support Desk Analyst include but are not limited to:

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines).
• Escalate unresolved issues to Team Leads.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

Requirements:

• A matric certificate equivalent high school qualification.

• 1+ years in general call center, office and customer service experience
• 1+ years of experience with Windows, Microsoft Exchange and Office 365
• Must be able to perform computer functions and to operate basic office equipment

• Strong written and verbal English communication skills
• Ability to work quickly, accurately and with attention to detail in a high-volume environment
• Must be punctual and have good, consistent attendance. Must also be available for overtime when required
• Should demonstrate good listening skills and the ability to work well with internal and external customers
• Must use good judgment and be courteous and tactful in communications with others
• Must be a team player and willing to aid others where and when needed

• SDA shifts are based on US East Coast times and the candidate would need to work those hours. (2pm-11pm SAST)

Additional:

• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.