Company: Smollan
Location: Gauteng, South Africa
Job Type: Full-time
Rating: 3.7/5 stars

Position Summary:

Smollan is seeking a dedicated and technically skilled Service Desk Analyst to join our team. In this role, you will provide essential technical support for both internal and external users, focusing on resolving IT-related issues such as hardware and software problems. You will be instrumental in managing incoming service desk requests, promoting automation, and ensuring the smooth operation of systems and networks for our clients.

Key Responsibilities:

1. Effective User Support:
   • Manage and prioritize incoming requests to the Service Desk through various channels, ensuring quick resolution of end-user issues.
   • Promote the use of self-service tools and knowledge bases to reduce costs and improve user satisfaction.
   • Provide IT support for internal systems and networking infrastructure, ensuring timely and efficient resolutions of requests.
   • Use remote desktop tools to assist users when on-site support is not feasible.
   • Maintain and update standard operating procedures (SOP) for all systems and services.
2. Incident and Problem Management:
   • Monitor and track incidents, ensuring they are logged, tracked, and resolved within the agreed SLA.
   • Analyze recurring technical issues and partner with teams to implement permanent solutions.
   • Escalate complex issues to higher-level support or specialized teams for further assistance.
3. System Installation, Upgrades, and Maintenance:
   • Install operating systems and required software updates on users’ devices.
   • Perform system tests and ensure machine setups meet user satisfaction.
   • Provide regular updates, system patches, and conduct health checks across all devices.
   • Create and maintain machine images for new models.
4. System Health Check Support:
   • Regularly check and update antivirus software on all devices.
   • Perform server health checks and run regular backups.
   • Report any anomalies, incidents, or risk issues affecting system performance.
5. Service Desk Reporting:
   • Complete daily, weekly, and monthly reports on system performance and incident resolution.
   • Maintain accurate documentation of technical issues and their corresponding solutions.
   • Contribute to the development of a knowledge base for common issues and troubleshooting.
6. Teamwork and Self-Management:
   • Maintain consistent productivity and quality standards in line with internal procedures.
   • Prioritize tasks effectively, managing competing demands while meeting departmental objectives.
   • Demonstrate flexibility and adaptability in responding to organizational needs and changes.

Minimum Qualifications:

• National Diploma in Computer Science, Information Technology, or a related field.
• Bachelor’s Degree or NQF Level 7 (advantageous).
• MCIP/MCSE Certification.
• ITIL® Certification.
• SQL Certification (advantageous).
• Cisco Certified Technician (CCT) (advantageous).

Minimum Experience:

• 2 – 4 years of technical support experience in a Microsoft environment.
• Experience in a service delivery environment within a large-scale (preferably multinational) technology services environment (advantageous).

Why Join Smollan?

Smollan offers a dynamic work environment with opportunities for career growth and development. You will work with cutting-edge technologies and a talented team focused on delivering excellence in customer support. If you are passionate about IT support and problem-solving, we would love to have you join us!

Apply now and be part of a team that’s dedicated to making a difference.

Apply here