Service Desk Analyst (ITIL Foundation, ITSM, HEAT) (CPT Onsite)

SUMMARY:
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POSITION INFO:
ENVIRONMENT: LOG all relevant incident/service request details, provide 1st Line investigation and diagnosis while keeping users informed of progress as the next Service Desk Analyst wanted by a dynamic Internet Service & Network Specialist. Applicants must have Matric/Grade 12, a suitable IT tertiary qualification and be ITIL Foundation certified. You must have 5 years’ experience in an enterprise customer environment and be skilled in ITSM and HEAT.   DUTIES: Operational Technical Support - Log all relevant incident/service request details, allocating categorization and prioritization levels. Provide 1st Line investigation and diagnosis. Resolve incidents/service requests when first contacted whenever possible. Escalate incidents/service requests that they cannot resolve within agreed timescales. Keep users informed of progress. Close all resolved incidents, requests and other calls. Conduct customer/user satisfaction ...