Job Title: Junior First Line Analyst – Service Desk (Half Day)
Company: ABC Worldwide
Location: Cape Town, Western Cape
Salary: R7793 per month
Date: Thu, 05 Sep 2024
Job Description:
ABC Worldwide is currently seeking a skilled and dedicated Junior First Line Analyst to join our Service Desk team in Cape Town. This half-day role is integral to providing top-notch support and ensuring seamless application and infrastructure operations for our clients.
The Service Desk is the primary point of contact for all end-users requiring support with applications, infrastructure, and specific third-party-related issues. As a Service Desk operative, your key responsibility will be managing and progressing each ticket logged in the Ticket Management System. This includes maintaining an accurate log of all engagements, ensuring that issues are resolved promptly by collaborating with appropriate support groups or vendors to meet or exceed end-user expectations.
Daily Duties and Responsibilities:
As an employee of CC, it is essential to fulfill certain daily tasks and duties as part of your roles and responsibilities, ensuring timely delivery and adherence to quality standards.
Customer Service & Communication:
- Always meet customer expectations.
- Ensure timely communication both internally and with customers.
- Reflect all activities and communications in work logs.
- Efficient time management, including adhering to lunch and break periods (1 hour daily).
- Proof of team consultation for shift swaps; management will assist if the consultation is unsuccessful.
- Monitor team availability and manage coverage to ensure the well-being of the Service Desk.
Ticket Logging:
- Fully comprehend the client business environment and assess the potential impact and severity of IT-related incidents.
- Log all ticket information accurately, ensuring a thorough understanding and interpretation of user-provided details.
- Familiarize yourself with client business imperatives, technologies, and support processes.
- Acknowledge all logged and/or assigned tickets within the Service Level Agreement (SLA) timescales.
- Provide technical understanding and effective communication to assist end-users in resolving tickets through First Time Fixes or First Line Fixes when possible.
Key Tasks Include:
- Quickly identify, diagnose, and troubleshoot issues.
- Identify solutions verbally, via front-line, or through Client authorized First Time Fixes.
- Determine and assign the correct business severity based on the impact, escalating high and critical tickets within agreed timescales.
- Accurately identify and assign resolver groups.
- Provide proactive communication and ownership, especially when performance or capacity-related monitoring tools indicate a threshold breach.
- Offer First Line Support to other clients outside of normal UK business hours as per current shift rotation.
- Handle overflow logging for other Global Service Desk (GSD) customers as needed.
Incident Management:
- Take full responsibility for the progression of each ticket in the ticket management system, regardless of the end user’s geography, application, or resolver group.
- Manage mailboxes effectively, ensuring correct logging, tagging of emails, filing them appropriately, and updating users with reference numbers.
Essential Knowledge/Skills:
- Strong service-oriented (‘can-do’) culture with an emphasis on exceeding customer expectations.
- Reliable and stable home connectivity, essential for running the service (fibre area and LTE connection required).
- Eloquence in verbal and written English to communicate effectively with global clients.
- Good communicator adaptable to the user environment.
- Dynamic yet considerate of the views and feelings of others.
- Team player with drive and energy.
- Strong analytical and logical mindset for issue resolution, demonstrating clear purpose, enthusiasm, and commitment.
- Ability to use various communication styles to suit different occasions and audiences.
- Innovativeness in suggesting new ideas within the team.
- High proficiency in English, both written and verbal.
- Self-motivated with the ability to work independently.
- Detail-oriented with punctuality.
- Excellent verbal and written communication skills.
Essential Qualifications:
- Matric certificate or equivalent with subjects in Mathematics and Computer Science.
- Proficient in MS Office and Windows XP/Windows 7.
- 18-24 months of experience in the Customer Service industry.
- Basic troubleshooting abilities in technical/networking environments.
Desirable Qualifications:
- ITIL Foundation v3 or a good understanding of ITIL.
- MCSE (Microsoft Certified Systems Engineer).
- MCP Certified (Microsoft Certified Professional).
- MCDST Certified (Microsoft Certified Desktop Support Technician).
Additional Information:
For this role, candidates may require access to sensitive customer financial information.
If you are a dedicated individual with a passion for technical support and customer service, we encourage you to apply for this opportunity with ABC Worldwide. Join our team in making a difference for our clients by ensuring exceptional service and support.
ABC Worldwide is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Tips on What To Include In CV
When constructing your Curriculum Vitae (CV) for the Service Desk role, ensure to include the following key sections and details:
- Contact Information: Your name, phone number, email address, and LinkedIn profile if applicable.
- Professional Summary: A brief overview highlighting your service-oriented mindset, communication skills, and experience in ticket management and IT support.
- Key Skills:
- Service-oriented attitude
- Strong verbal and written communication in English
- Team collaboration and time management
- Analytical thinking and troubleshooting skills
- Basic networking and technical troubleshooting
- Familiarity with ITIL practices (if applicable)
- Proficiency in MS Office and Windows XP/7
- Experience:
- Job Title, Company, Duration: Focus on roles in customer service or IT support.
- Responsibilities and Achievements: Emphasize tasks such as ticket logging, incident management, user support, and mailbox maintenance. Highlight your ability to manage priorities, provide updates, and resolve issues effectively.
- Education:
- Matric Certificate or equivalent, specifying subjects like Mathematics and Computer Science.
- Certifications:
- Any relevant certifications like ITIL Foundation v3, MCSE, MCP, MCDST, etc.
- Technical Proficiency:
- Basic troubleshooting in technical and networking environments.
- Additional Information:
- Mention reliable connectivity if working remotely.
- Availability for different shifts and proficiency in handling sensitive customer information.
Incorporate relevant metrics and examples to demonstrate your past achievements and reliability in similar roles.