Service Desk Analyst

is looking for a Service Desk Analyst with ITIL Foundation and five years’ experience in an enterprise customer environment. Proficient in ITSM and HEAT
Excellent Communication and Interpersonal skills.Minimum Qualifications:

Matric Grade 12 (Compulsory)

Own reliable transport and driver’s license

Tertiary IT qualification

ITIL Foundation

Operational Technical Support

Logging all relevant incident/service request details, allocating categorization and prioritization levels.

Providing first-line investigation and diagnosis

Resolving incidents/service requests when first contacted whenever possible

Escalating incidents/service requests that they cannot resolve within agreed timescales

Keeping users informed of progress

Closing all resolved incidents, requests and other calls

Conducting customer/user satisfaction call-backs/surveys...