This position is on the ICT customer service desk providing a technical response to client queries and incidents relating to the department's enterprise ICT environment whilst providing a high level of customer service. The customer service desk's service offering includes a 24-hour service which will require that you participate in an on-call roster with appropriate allowances and overtime paid.
As a Support Analyst You Will
* Coordinate with the ICT Customer Service Desk for incidents and requests, applying client service standards to investigate, elevate or resolve service problems. Strong client service-delivery focus with good time management skills, sound written and oral communication and liaison skills.
* Contribute to ICT Client Support & Operations' service level agreements (SLAs) being met or exceeded.
* Follow agreed procedures to prioritise and triage incidents, identify possible problems, answer questions and resolve incidents. Maintain records, including accurate assessing, classifying and prioritising tickets and advises relevant persons of action.
* Coordination, creation and maintenance of support documentation, user communications or reports related to ICT business systems and processes including knowledge sharing to other internal support teams.
* Attendance and engagement at ongoing system support discussions. Liaise with other ICT support teams to assist with resolving incidents, problems and request fulfilment within service obligations.
* Possess sound analytical and problem-solving skills and ability to perform desktop, network and infrastructure troubleshooting by providing triage and diagnosis. Respond to complex requests with information to enable problem resolution.
* Provide guidance in defining access rights and privileges. Investigate security breaches in accordance with established procedures and recommends required action and support / follow up to ensure these are implemented. Maintain security administration processes and checks that all requests for support are dealt with according to agreed request fulfilment and access management procedures.
Role Specific / Technical Skills
* Proven experience in ICT concepts, practices and frameworks, including ITIL, incident, problem and knowledge management and supporting and using both Microsoft and Apple technologies including mandatory experience with Windows 10 and Entra AAD / O365 / Active Directory with experience preferred in Microsoft Exchange, SCCM, Remote Control, Remote App, iPhones, ServiceNow, Intune, Solarwinds.
Occupational group
IT & Telecommunications
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