Senior Service Desk Analyst R460K - R500K per annu

    *Service Desk Analyst - Sandton*   *Role summary*   Reporting to the IT Service Desk Manager, this is a highly customer focused and visible role requiring excellent communication, co-ordination, analytical and problem-solving skills.   The Service Desk Analysts are responsible for the day to day ‘business as usual’ operational co-ordination of the team; they must have excellent customer care and communication skills as they are dealing with all levels of customers within the organisation. They also need to be proficient in the main Company technologies and applications to provide the high level and wide range of service required.   *The Team*   The IT Service Desk forms part of Business services, Information Technology and provides a proactive, centralized first/second line on-site support service to customers in South Africa offices (Johannesburg, Durban, Cape Town). The key focus of the team is to deliver a world class IT service to the business. In addition to this senior position, the team consists of three role types: * 1st line – Remote Support via phone/email * 2nd line – desk side support * 3rd line – basic administration (active directly, exchange and other applications)   *Reports to* IT Service Desk Manager   *Job requirements* *Qualification* * A relevant IT qualification (A+, N+, MCSE or a combination thereof). * Microsoft Office Specialist (MOS) Master 2010 Certified * Will hold an ITIL qualification and quantifiable experience in all aspects of service delivery.     *Skills and Knowledge required* * Microsoft Windows 7 * Microsoft Office 2010 or above * Blackberry/BES and 3G mobile devices - configuring and troubleshooting * MobileIron (or other Mobile Device Management solutions) * Apple and Android products * Printing solutions (desktop and MFD) * Active Directory and Exchange * Mimecast email management * SCCM (reporting, collection management, log analysis) * Worksite DMS (or other Document Management Systems) * Expert, CMS, Interaction * Encryption software * Video conferencing (Polycom or Tandberg) * Intermediate experience in networking. * Minimum 5 yrs experience in a customer service environment. * Experience working at both 1st and 2nd line in a busy professional services environment, supporting 500+ customers. * Remain calm under pressure. * Be detail oriented and delivering timely and accurate information in a fast-paced environment.     If a strong match is found between your profile and the needs of the role, we'll contact you. *If you have not heard back from us within 2 weeks you are unfortunately not a suitable match for this role.*