IT Analyst

The Analyst will provide first level IT support to clients. He/She will support and manage incidents and service requests according to established IT Service Management (ITSM) processes and procedures.

MAIN RESPONSIBILITIES

• Provide support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedures based on ITIL
• Ensure accurate recording of client and incidents details and troubleshooting progress
• Resolve incidents and service requests, sometimes using automated or standardised and documented resolution processes
• Maintain a high degree of customer service for all support queries, take ownership of client problems and be proactive when dealing with client issues

QUALIFICATIONS, SKILLS & EXPERIENCE

• At least BSc in IT related field
• At least 3 years’ experience within an IT Services environment
• Ability to work on shift hours (24x7 on 3 shifts)
• Fundamental knowledge of the ITIL framework and or/other IT Service Management methodologies
• Good IT troubleshooting skills