Service Desk Analyst - Johannesburg at PricewaterhouseCoopers (PwC)

PRINCIPAL ACCOUNTABILITIES

• Ensure Service Desk Phone and Messaging system is attended to in a timely manner
• Logging Incidents/Requests via our ITSM application providing accurate resolution as required.
• Resolve 1st and 2nd Line support issues in accordance with SLA's
• Acting as a point of escalation for support queries from more junior Service Desk Analysts which are beyond their technical capability.
• Identify and take part in initiatives to improve the quality and effectiveness of the Service Desk.
• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services, and help develop the knowledge and skills of others in the IT Services team.
• Ensure the Service Desk delivers a professional and consistent level of service that provides resolutions within agreed deadlines.
• Identify problem trends to management and possible actions to assist with process improvement.
• Promote an environment where the business receives outstanding client service.
• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT.
• Assist with implementation of policies and procedures. 
• Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
• Undertake service analysis, proactive service monitoring or project activities as assigned.
• Identify repeat incidents and contribute to provision of comprehensive Known Error Records and Solutions articles as support tools for other Service Desk staff
• Available as per the afterhours support schedule.

PERSON PROFILE

MINIMUM QUALIFICATIONS 

EXPERIENCE

KEY KNOWLEDGE & SKILLS

• Comptia A+ / N+ / - Essential
• MCSE / MCSA / MCP or other MS – Essential
• Service Desk Foundation - Preferred
• Min 4 years relevant experience including windows OS, MS Office and Lotus Notes support
• Experience in call logging systems
• Strong technical knowledge and analytical skills.
• Clear, courteous telephone manner and ability to communicate with all levels of staff.
• Excellent written and verbal communication skills.
• Attention to detail.
• Experience of consistent, accurate and detailed record keeping.
• Ability to prioritise tasks with different levels of impact and urgency.
• Self-motivated and able to work unsupervised.
• Natural team player with desire to encourage interaction
• Ability to work as a team or with own initiative where appropriate.
• This position requires the ability to support customers via email, phone or chat. 
• Analysts are expected work independently, accurately troubleshoot, diagnose, and resolve customer issues or requests