The Help Desk Analyst is the first point of contact for user who call the IT Help Desk. Providing the highest level of customer service, the Help Desk Analyst answers incoming calls, documents all incidents, and requests information in the service management system. The Help Desk Analyst uses a knowledge base tool along with their expertise to provide support in a timely manner.
Main Duties and Responsibilities
- Understanding of BDOs business pressures and the desire to ensure that tickets raised are effectively and efficiently managed and resolved to ensure staff are not impeded in their delivery of services to clients and BDO through.
- Managing and prioritising incoming requests to the Help Desk, via different channels, and ensure timely and effective resolution of end user issues. Effectively monitor the status of incidents reported, escalating, and updating the team as necessary to ensure interruptions to service are resolved in a timely and efficient manner to agreed SLAs.
- Manage resolution of hardware and software related requests and incidents.
- Handle and communicate unexpected application and infrastructure outages using IT tools and effective communicating with end users.
- Interfaces with users of technology, employing a high degree of tact and diplomacy, and efficiency to promote a positive image of the department.
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the ICT department.
- Track and analyse trends in Help Desk requests to anticipate potential problems and provide and document proactive resolutions to management.
- Identify, recommend, and participate in the development of end user training programs to increase computer literacy and self-sufficiency.
- Leverage Help Hesk best practices and process frameworks, such as ITIL, to drive continual process improvement.
- Promote automation, self-service tools, and the knowledge base as mechanisms to improve end-user satisfaction and reduce costs.
- Resolve all first line support tickets and escalate to second line and third line support.
- Higher Certificate in Information Technology
- Matric
- ITIL Certification(s) is beneficial.
- At least 1-year relevant experience IT Support.
- Required experience in IT Support management.
- Ability to contribute to a high- performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realise value.
- Experience in working with large teams.
- Desire to work in an information system environment.
- Knowledge of Information Technology Service Management (ITSM) system preferably Service Now
- Good problem-solving skills
- Knowledge in using TeamViewer.
- Active Directory administration
- Attention to Detail Holistic and Logical Thinking Disciplined Flexible/Dependable Proactive Personality Must be a team player. Open minded and highly adaptive mindset
- Relationships and Collaboration Exceptional Client Service Business Growth Engaging people Leadership Quality, Risk management and Operational performance
