Support Analyst

Career Opportunities: Service Desk Analyst (8087)

The purpose of the team is to enable Allan Gray employees with the tools to perform their role successfully within the organization.

The role of the Service Desk Support analyst is to provide first line support to Allan Gray employees related to access management and incident resolution for in-house and 3rd party applications, software, hardware, and infrastructure services.

The role of Queumaster is responsible for the indexing and distribution of incidents and service requests to the relevant IT and non-IT support teams.

The Service Desk working environment is a dynamic, fast-paced, high pressurized environment providing support telephonically using remote tools - SCCM, & Anydesk. ServiceDesk requires rotational shift coverage (7am-4pm/ 8am-5pm/ 9am-6pm) to align with Business weekday operational hours between 7am-6pm. Team members are required to work after hours on an ad hoc basis weekdays or weekends to verify changes impacting ServiceDesk functions.

Responsibilities

1st Line resolution of IT Incidents and Service Requests via Voice, Email and Self-service portal support channels.
Access management of in-house and 3rd party applications.
Assess and determine prioritization of Incident and Service Requests based on impact and urgency.
Indexing and routing of support tasks to Servicedesk, 2nd and 3rd line IT support teams.
Identify and coordinate P1 and P2 Incident resolution.
Adhere to agreed SLA (Service Level agreements).
Create, maintain, and publish relevant support documentation to assist in the quick time to resolution of incidents and service requests.
Adhere to the reactive and proactive follow up procedures regarding open Incidents and Service Requests.
Process & Quality Assure employee movements linked to Onboarding, Crossboarding & Offboarding service requests.
Facilitate monthly IT Login session for all new starters.
Recommend efficiencies to existing processes and provide input to new procedures by identifying trends and irregularities in workflow processes.
Identify and Implement controls to mitigate risk.
Reporting
 

Requirements

Minimum of 3 years’ experience working in a Service Desk environment with experience in providing IT support using the following applications:
Active Directory
Windows 10/11
Office 365
Microsoft Authenticator for 2FA
Mimecast
Printer Support
SCCM for remote support and software deployment (Advantageous)
McAfee / Trellix (Advantageous)
VPN - Global protect (Advantageous)
Azure Virtual Desktop (Advantageous)
ITSM (Advantageous)
 

Skills and Competencies

Excellent verbal and written communication skills
Client centric and professional conduct
Resilience
Excellent time management skills
Willingness to learn and stay abreast with latest technology.
Understand urgency and impact to determine correct prioritization.
Strong attention to detail
Excellent problem-solving skills
Team player

Education

Bachelors’ Degree / Diploma in IT/Information Systems 
ITIL certification (Advantageous) 
Microsoft / Azure / AWS certifications (Advantageous)
 

Location

Cape Town 
Current working arrangement: Hybrid of 2 days Remote work from home and 3 days Onsite