Service Desk Analyst (ITIL Foundation, ITSM, HEAT) (CPT Onsite)

ENVIRONMENT:

LOG all relevant incident/service request details, provide 1st Line investigation and diagnosis while keeping users informed of progress as the next Service Desk Analyst wanted by a dynamic Internet Service & Network Specialist. Applicants must have Matric/Grade 12, a suitable IT tertiary qualification and be ITIL Foundation certified. You must have 5 years’ experience in an enterprise customer environment and be skilled in ITSM and HEAT.

DUTIES:

Operational Technical Support -

• Log all relevant incident/service request details, allocating categorization and prioritization levels.
• Provide 1st Line investigation and diagnosis.
• Resolve incidents/service requests when first contacted whenever possible.
• Escalate incidents/service requests that they cannot resolve within agreed timescales.
• Keep users informed of progress.
• Close all resolved incidents, requests and other calls.