Service Analyst (IT)– Service Centre - UPD Lea Glen (Roodepoort)
Clicks Group Limited · Roodepoort, Gauteng
Stop applying one at a time.
JobAlertsZA auto-applies to South African jobs like this one for you, overnight. Upload your CV once — we do the applying.
Start free — we apply for you →Introduction
We are looking to recruit a permanent Service Analyst (IT) – Service Centre to work for United Pharmaceutical Distributors (UPD). The role will be based at the Roodepoort (Lea Glen) branch and will report to the Service Manager (IT) Infrastructure. Duties & Responsibilities
Job Purpose: The position will support UPD’s IT service operations, including first-line support and incident management activities. Key Performance Areas: • Providing first-line technical support and resolving common user issues where possible. • Performing initial triage and assigning incidents to the appropriate technical support team. • Identifying recurring incidents and escalating potential problems for further investigation. • Monitoring open incidents, following up with support teams, and keeping users informed of progress. • To accurately record, assign, escalate and track all incidents and service requests • Taking ownership of incident and service request from initiation to closure • 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 • Managing AD user accounts, groups and organisation. • Basic administration within the team.
Knowledge and S kills: • Knowledge of Information Systems • Experience in Microsoft Azure and Active Directory. • Knowledge of governance framework • Knowledge of customer service and incident management processes • Strong verbal and written communication skills • Analytical and technical computer skills
Competencies: • Deciding and Initiating Action • Writing and Reporting • Planning and organising • Analysing • Applying Expertise and Technology • Delivering Results & Meeting Customer Expectations
Desired Experience & Qualification
Required Minimum Education and Qualifications: • Matric / Grade 12 • 2/3 Years’ experience within an IT Service/Call Centre
Minimum Experience and Education: • ITIL Foundation • Microsoft Azure and Active Directory. • IS or IT Diploma • MCDST (A , ITIL, HDI) N.B: We endeavor to provide feedback to all candidates whenever possible, however, if you don't hear from us within 14 days from the closing date, please consider your application unsuccessful.