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Position Title: Service Desk Specialist

Job Summary Statement/Purpose:
The primary objective of the role is to co-ordinate and monitor Service Operations for Business Change & Technology, Service Desk, Incident, Service request Change and Problems.

Current Status: Active

Contract Type: 4 months Fixed-term Contract

Closing Date: June 27, 2022

Click here to apply

Qualifying Criteria

1. Service Desk Management
• Receive client requests and perform first line for all services.
• Ensure the correct escalation procedure is followed on all critical calls and requests.
• Assist with analysing and interpreting escalation requests to ensure the correct categorisation and prioritisation.
• Ensure users are kept updated on the progress in relation to the resolution of the fault.
• Keep accurate records of faults, including users’ information.
• Identify and diagnose issues and problems.
• Monitor issues from start to resolution.

2. Incident and Service Requests Management
• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
• Assign unresolved Incidents to appropriate Tier 2 Support group.
• Log all Incident/service request details, allocating categorisation and prioritisation codes.
• Keep users informed about their Incidents’ status at agreed intervals.
• Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
• Escalate Major Incidents to line manager or senior manager.
• Escalate Incidents at risk of breaching Service Level Agreement.
• Owns all Incidents and Service Requests throughout the lifecycle.
• Support incident management tools and processes.
• Adherence to service management process.

3. Problem Management
• Reviewing incident data to analyse assigned problems.
• Analysing problems for correct prioritisation and classification.
• Following up on problems investigated and assign problems through to resolution or root cause.
• Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors.
• Raising a change to resolve problem.
• Monitoring progress on the resolution of known errors.

4. Change Management
• Assisting with Change management planning using change management tools (systems).
• Adherence to Change Management processes.
• Maintaining the change schedule, calendar and taking minutes.
• Coordinating interfaces between change management and other processes
• Reviewing specific categories of Request for Change (RFC).
• Planning, scheduling, and Change Approval Management (CAM) meetings.
• Coordinate the change review before changes are discussed in CAM and before Changes are closed.

• Diploma/Degree in Computer Science.
• ITIL Foundation Level certification.
• Other IT certifications will be added advantage.

• 1 – 2 years’ Service desk experience.
• IT support experience.
• Exposure and working knowledge with Windows 10, Office 365.
• Infrastructure support (Setup laptops, iPads & Create Virtual machines).

• Customer Service.
• Following Procedure.
• Ability to work under pressure.
• Ambitious self-starter.
• Ability to use sound judgement to escalate an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates ability to interact with a variety of stakeholders.
• Demonstrates excellent attention to detail and client focused.
• Good customer service.

• Good communication skills – verbal and written.
• MS Office.
• Good interpersonal skills.
• Time management.
• Telephone etiquette.
• required integrity to ensure excellent client service and retention.
• Demonstrates the attributes of professionals.

• Trustworthy.
• Stress tolerance and flexibility.
• Maintain effectiveness in high-pressure times.
• Must be able to operate as part of a team.
• Integrity.
• Must exercise patience.
• Professional.
• Customer Relations.
• Maintain confidentiality.
• Attention to detail.

  • A South African citizen of any gender, preference will be given to an EE candidate
  • The role will be in Illovo, Johannesburg