IT Helpdesk Analyst

About

Description

The Help Desk Analyst is the first point of contact for user who call the IT Help Desk. Providing the highest level of customer service, the Help Desk Analyst answers incoming calls, documents all incidents, and requests information in the service management system. The Help Desk Analyst uses a knowledge base tool along with their expertise to provide support in a timely manner.

Responsibilities

• Understanding of BDOs business pressures and the desire to ensure that tickets raised are effectively and efficiently managed and resolved to ensure staff are not impeded in their delivery of services to clients and BDO through
• Managing and prioritising incoming requests to the Help Desk, via different channels, and ensure timely and effective resolution of end user issues
• Effectively monitor the status of incidents reported, escalating, and updating the team as necessary to ensure interruptions to service are resolved in a timely and efficient manner to agreed SLA’s
• Manage resolution of hardware and software related requests and incidents
• Handle and communicate unexpected application and infrastructure outages using IT tools and effective communicating with end users
• Interfaces with users of technology, employing a high degree of tact and diplomacy, and efficiency to promote a positive image of the department
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the ICT department
• Track and analyse trends in Help Desk requests to anticipate potential problems and provide and document proactive resolutions to management
• Identify, recommend, and participate in the development of end user training programs to increase computer literacy and self-sufficiency
• Leverage Help Hesk best practices and process frameworks, such as ITIL, to drive continual process improvement

Qualifications

• Higher Certificate in Information Technology Matric ITIL Certification(s) is beneficial
• Experience At least 1-year relevant experience IT Support

Application instructions:

• Click here to apply