Description: The Service Desk Analyst responds to user calls for support (via phone & e-mail), gathers information, analyses problems and requirements, provide first level problem support, resolves problems, and / or directs calls to the appropriate resources.

Responsibilities
• Answers and logs service calls from users on supported products and services.
• Provides technical screening of calls.
• Provides first level problem analysis.
• Provides first level problem resolution.
• Where resolution is not possible, dispatches calls to the relevant internal support group.
• Updates call and user databases as required.
• Interfaces with various groups to ensure communications are effective, that optimum and timely service is provided to users
• Maintains awareness of new products and services.
• Remains well-versed in help desk policies, procedures, standards, and documentation.

Experience Required
• Third level IT qualification and 2-3 years relevant work experience.
• Understanding of the following technologies:
• Windows NT/XP workstation
• Networking concepts (LAN/WAN)
• MS-Office Produces (Word, Excel , PowerPoint)
• Outlook Express
• IE
• Lotus Notes,
• Remedy
• Remote Access
• Printer technology

Requirements:
• Excellent Analysis, coordination and problem solving skills
• Strong team work
• Excellent communication (oral & written) skills are a necessity.
• Ability to deal with all types of clients with varying levels of skill and knowledge.