Act as a first point of contact and provide first-line fixes and support for external customers. The Service Desk Analyst role requires excellent customer service skills and be ready to work within a structured, fast-moving environment, using best practice processes.

The Service Desk Analyst will be based in The City of Johannesburg, South Africa.

At DNA Recruitment, we carefully review all applications and aim to contact every suitable candidate within max. 5 working days. If you don’t hear from us, please consider your application unsuccessful on this occasion.

Responsibilities

• To provide a central point of contact for all issues and certain change requests, ensure that they are dealt with promptly and effectively, in line with agreed Service Level Agreements (SLAs), and ensure relevant issues can be closed in consultation with the user.
• To assign a suitable priority according to the Support Teams SLA.
• To investigate and resolve issues where able to, or escalate where necessary to ensure an effective resolution.
• To take ownership of an issue, even those that have been escalated, and ensure that the customer is fully aware of progress regularly.
• To work shifts (when called upon) and be flexible with core working hours to ensure continuity of service and support to both South African and International clients.
• To manage change requests for software upgrades and provide project coordination for such activities on behalf of the customer.
• To proactively monitor customer servers and interfaces using the appropriate monitoring service.

Qualifications

• 2-3 years of experience in a similar role in a multinational environment.
• Experience in the healthcare sector would be advantageous.
• Qualification in ITIL or similar would be advantageous.
• A level in an IT-based subject (or similar).
• Excellent communication skills always maintain a clear, positive, and professional manner.
• Attention to detail.
• Ability to network and liaise with both internal and external teams.
• Be able to empathize with the ICNet customer base and achieve high levels of customer satisfaction.
• Ability to work in a fast-paced, team-orientated, collaborative environment.
• To lead by example, especially on customer-focused tasks.
• Excellent organizational ability.
• Good analytical and problem-solving skills.

---

←Back to listings