IT SERVICE DESK ANALYST

Sandvik seeks:

IT Service Desk Analyst

The role

To be the first point of contact for our customers and provide IT support and service for customers and users of the Sandvik IT environment

Key performance areas

• Work according to established processes and instructions
• Provide first-line support including;
• Investigation and diagnosis through phone, remote support and mail
• Log all calls and emails in the incident handling system
• Support users in the use of computer equipment and internal systems by providing necessary training and advice
• Resolving incidents/requests
• Maintain a high degree of customer service for all support queries and adhere to all Service Level Agreements
• Escalate more complex problems to the relevant 2nd/3rd line groups
• Share knowledge and experience with colleagues globally, providing assistance on technical issues
• Logging all relevant tickets with proper categorization and prioritization
• Escalating tickets that cannot be solved within in agreed timescales
• Closing solved tickets with customer confirmation
• Keep open communication with customers
• Full knowledge on how to use the Incident Management process and tools
• Knowledge of Problem & Change Management processes

Your profile

Matric (Grade 12). National Diploma/ Degree in IT. At least 3 years’ experience in the IT field. To be suited for this role you need to have well developed customer service skills combined with strong IT operational experience. You make a positive contribution to team success, are performance oriented and you also communicate well in English, both written and spoken.

Location

Johannesburg, Jet Park

Who may apply

All applicants outside South Africa must ensure that they are able to secure a work permit and permanent residence prior to applying for any advertised positions.

How to apply

To apply, please click on the "Apply for this job" button or access the Sandvik websitewww.sandvik.com/career.

If you have any further queries, please contact us on 0800 331 331.

Applications close: 25 September 2015

Job Reference No: 339647

Recruiter: Emelda Moganedi

Sandvik is committed to representivity in the composition of its employees and the creation of job opportunities across all sectors of the South African population.

Deadline: 25 Sep
Job-ID: 339647

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