Service Desk Analyst

Fresh Graduate - IT Service Desk Analyst

Job Purpose:

Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis and resolution of client problems, which may range from very straightforward problems through to more complicated issues. Jobholders are required to respond to a large volume of calls and within a short talk time while also providing a high degree of client satisfaction.

Accountabilities for L1:

• Answers calls within stated time guidelines.
• Analyses and interprets client inquiries to ascertain and solve issue.
• Provides accurate and creative solutions to client problems meeting all pre-defined quality measurements.
• Escalates calls within stated guidelines.
• Provides information, advice or instruction in response to client inquiries.
• Provides a high degree of client satisfaction in all work undertaken.
• Receives and records client inquiries and processes paperwork/systems relevant to client queries.
• Liaises internally to enable client queries to be answered and problems solved.
• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• Added advantage: Microsoft Windows 10 certified, OS certified, Microsoft Office certified, ITIL
• Willing to work on 24/7 ROTATING SHIFT
• Good technical Knowledge is a must.