Description
The Service Desk Analyst Technical Lead will work with a team of analysts to provide first level technical support services to an international customer. He / She will report to the Service Desk Team Leader.
Requirements
Day to Day Duties
- As an employee of CC, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities.
- Always meet customer expectations
- Communication internally and to customer should be on time.
- Time management:
- Lunch & breaks = 1 hour daily in total
Relationship management:
- Will have to collaborate with Team Members, Customers and Client Management team.
- Liaises with service desk team leader in order to ensure alignment and to improve escalated operational issues
Budget Control:
- Look for innovative ways to deliver service at a reduced cost
Work management:
- Provide first level technical incident support services to end users (support of existing Operating systems & Office Applications)
- Guide other FLA’s on technical queries
- Develop first time fixes and train the team accordingly
- Provide feedback to Team Lead and “New Service desk role” on each analyst technical progress (also where lacking)
- Work closely with “New Service role” and Team lead in preparing relevant workshops
- Escalate problems as appropriate to your Team Leader in order to ensure consistent timely resolution
- Oversee and be responsible for all Service desk documentation pertaining to your customer. Ensure accuracy, quality and completeness of service desk documentation
- Act as 2IC in absence of your Team Leader
Documentation:
- Process Manger for Global service desk knowledge base & documentation pertaining to your customer.
- Review documentation, identify gaps and be responsible for creating documentation adhering to standards & quality
- Experienced within the ITIL Service Desk
- Positive and adaptable attitude, pleasant and friendly.
- Demonstrate knowledge and proficiency in working within an ITIL conformant Service Desk Environment
- Good personal presentation.
- Ability to communicate effectively at all levels, both written and verbal.
- Ability to perform well under pressure.
- Works accurately and with eye for detail.
- Handles in the best interest of both customer and company.
- Ability to facilitate multi-departmental functions, to achieve necessary success.
- Ability to compile and analyze data.
- Willingness to be a member of a dedicated team showing eagerness to drive forward.
- Ability to work under minimum supervision
- Mentor and leadership to each member of the team
- Set the example and being a role for each member of the team
- Grade 12 – subjects: Mathematics, Computer Science.
- Excellent working knowledge of MS Office & Windows XP/Windows7
- ITIL Foundation V3
- 2 - 3 years prior technical end user support experience & 1 year as a Senior analyst on the Service Desk
- MCP Certified
- MCDST Certified
- MCITP
- MCSE