Job category: Helpdesk and Technical Support Location: Cape Town Contract: Permanent EE position: Yes Introduction We are looking to recruit a Service Centre Analyst to work within the IT department of Clicks Group Services. The role will be based at Clicks Head Office in Cape Town and will report to the Service Centre Supervisor/Manager (IT). Job Purpose The purpose of the job will be to ensure the cost-effective management of IT Incidents and service requests from end to end point of view and to provide dynamic IT Support within the agreed Service Promise. Job Objectives Providing telephonic and email support to users To accurately record, assign, escalate and track all incidents and service requests Taking ownership of incident and Service request from initiation to closure To deliver dynamic first line technical support in order to promptly restore IT Services within service levels To engage professionally with business users and vendors to provide customer service within agreed service levels To ensure that all IT related incidents and service requests are resolved effectively with high level of customer satisfaction To perform standby work from time to time in the IT Service Centre Job related knowledge and skills Knowledge of Information Systems Knowledge of company policies and procedures Knowledge of governance framework Knowledge of customer service and incident management processes Strong verbal and written communication skills Analytical and technical computer skills Education and Experience Matric / Grade 122/3 Years experience within an IT Service/Call Centre ITIL Foundation IS or IT Diploma MCDST (A, ITIL, HDI)
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