Analyst: Service Desk- 6 Months( Maternity Cover)

Role Summary:

• Provide 1st-level technical and customer support to ensure efficient and effective solution operation. Responsible for solution monitoring, troubleshooting, ticketing, communication, and adherence to established procedures.
• Be the primary point of contact for all SLA customers, which involves continuously seeking solutions for current issues, proactively improving processes and tools, and building technical capacity within the team to deliver on goals.
• Lead and drive activities in the assigned support shift as guided by key processes to meet and maintain service levels, improve customer delight, and ensure consistent L1 customer support.

Key Responsibilities:

• Incident management: Fast and accurate detection and resolution of system and application issues to meet customer SLA.
• System and application maintenance in high-availability production environments.
• Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
• Analyze recurring and intermittent system and application problems.
• Timely escalation and follow through of support issues
• Solution monitoring to aid in faster issue detection and diagnosis.
• Knowledge management for the support team through the identification of knowledge gaps.
• Contributing towards training and forums for team Knowledge sharing.

Reporting and Peers:

• You will report to a Tech Support Manager.
• Peers – Senior Engineers, support engineers and Service Desk Analyst

Experience and Qualifications:

• At least 2 years’ experience working within a busy IT Service desk environment.
• Proficiency in Linux, MySQL is mandatory.
• Working knowledge of databases, networks and security standards and application development is a clear advantage.
• Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent.
• Experience with automated systems, scripting, software development disciplines like python, php, Puppet, Terraform, Ansible.
• Ability to win in a highly collaborative environment.
• Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4
• BS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems, telecommunications).
• Certification ITIL v3/4 will be an added advantage.

How you will be measured:

• Act as incident commander for all major service interruptions.
• Well thought leadership in the assigned shift tasks.
• Prompt detection of all support issues.
• Quick and accurate troubleshooting and diagnosis of issues.
• Timely ticket resolution and closure within SLA.
• Adequate relevant knowledge in delivering service.
• Accurate assignment and escalation of service issues.

Attributes we are looking for:

• Excellent communication and interpersonal skills.
• Problem solving skills.
• Proficiency in a coding language
• Ability to work under minimal supervision.