Job Title: Service Desk Analyst
Location: Johannesburg
Operating Division: Transnet Corporate Centre
Employee Group: Non Permanent
Department: Enterprise Technology & PMO
Reporting To: Executive Manager
Grade: FTMH2X
Reference: req2636
Closing Date: 28 January 2025
Position Purpose:
The Service Desk Analyst is responsible for providing first-line ICT technical troubleshooting, support, and resolution of service requests. This role involves analyzing, diagnosing, and resolving client faults ranging from straightforward issues to more complex service requests and faults, with a primary focus on ensuring client satisfaction across the Transnet community nationally.
Position Outputs:
- Identify, diagnose, and troubleshoot reported issues at a first-level basis.
- Acknowledge and resolve reported service requests in a timely manner; escalate as necessary.
- Verify, investigate, and provide first-time resolutions for Transnet deployed applications, including ITSM tools.
- Accept user faults and requests through various methods: telephone, email, self-service, and walk-ins (where applicable).
- Determine the type of ticket, prioritize issues, and assign to relevant functions, support groups, or service providers based on established processes.
- Contribute to the administration of help and service desk processes, including management of documentation and service request forms.
- Maintain user information in the helpdesk tool in compliance with legislation (POPIA).
- Serve as a single point of contact for end-users, logging and recording tickets in the Service Desk tool.
- Provide telephonic support to users on desktop-related issues (e.g., MS Office applications, file access, internet connectivity, and network issues).
- Acknowledge, record, and categorize reported issues, offering solutions and escalating to 2nd Level Support where necessary.
- Offer first-level support for devices and applications deployed within Transnet, including installation, diagnosis, repair, and upgrades.
- Contribute to process improvements related to the service desk and first-level support initiatives.
Qualifications and Experience:
- Diploma (NQF 6) in IT.
- Knowledge of Microsoft products.
- Familiarity with an IT Service Management tool is an advantage.
- Microsoft A+ and N+ certification is advantageous.
- 2-3 years of experience in a customer service-oriented environment.
Competencies:
- Analytical Thinking
- Attention to Detail
- Communication
- Coping under Pressure
- Decision Making
- Innovation
- Networking
- Planning and Organizing
- Problem Solving
- Relationship Building
- Results Orientation
Equity Statement:
Preference will be given to suitably qualified applicants who are members of designated groups per the Employment Equity Plan and Targets of the Organisation/Operating Division.
How to Apply:
Interested candidates should submit their applications ensuring that HR receives them before the closing date.