Job Description
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 reso...