About the position
ENVIRONMENT:
A dynamic Internet Service & Network Specialist is seeking a meticulous & strong technical Service Desk Analyst to join its team at its KwaZulu-Natal division. Your core role will focus on extracting/analysing raw data to create reports and present to management teams, SDM and customers. You will provide 1st Line technical support to users, managing incidents, service requests, and customer queries through the Service Desk. The role is responsible for logging, prioritising, resolving, escalating, and tracking tickets in line with SLAs and ITIL best practices. The position also involves effective customer communication, troubleshooting, ticket lifecycle management, reporting, and coordination with technical teams to ensure timely resolution of issues. The ideal candidate must have Matric/Grade 12, preferably be ITIL Foundation Certified, be proficient with Windows 7, ITSM, HEAT and Microsoft Office Suite, be customer-service driven with strong attention to detail and able to cope under pressure.
DUTIES:
Customer Service & Service Desk Operations –
- Develop and maintain professional working relationships with clients and end-users in support of the Operations Manager.
- Log, categorize, priorities, manage, and resolve incidents and service requests based on business impact, urgency, and financial impact.
- Manage the end-to-end ticket lifecycle, including ownership, follow-up, resolution confirmation, and closure.
- Manage incoming call queues across telephones, email, self-service, and referred walk-ins.
- Maintain accurate and timely ticket updates, ensuring a complete audit trail of actions, escalations, and resolutions.
- Liaise with third-party vendors and internal technical teams to resolve escalated incidents, problems, and queries.
- Provide clear and professional technical information and feedback to end-users at all levels.
- Maintain service and quality standards in accordance with business processes, procedures, and SLA requirements.
- Create and maintain relevant Service Desk processes and procedure documentation.
- Coordinate with Legal Counsel and respective Business Units where required to support business processes.
SLA Management & Reporting -
- Ensure adherence to the Managed Services SLA Reporting Process and contracted reporting requirements.
- Monitor SLA performance and ensure reporting remains aligned with agreed SLA targets.
- Extract and validate Service Desk data from Ivanti HEAT and coordinate the collection of supporting monitoring and technical information.
- Compile accurate daily, weekly, and monthly SLA reports reflecting service delivery against contracted targets.
- Share SLA reports with the Service Desk Manager and relevant stakeholders for review, input, and final submission to the customer.
- Maintain and store final SLA reports and supporting documentation in the appropriate reporting repositories.
- Assist with training and supporting staff in the development and presentation of Service Desk and SLA reports.
Contract & Business Unit Support -
- Coordinate with Legal Counsel and relevant Business Units regarding contract-related activities and requirements.
- Maintain accurate contract registers and supporting documentation.
- Assist with tracking contract reviews, approvals, renewals, amendments, and terminations.
- Monitor key contract dates and follow up with relevant stakeholders where required.
- Maintain accurate business unit records, correspondence, approvals, and documentation.
- Coordinate meetings, agendas, minutes, and action items as required.
- Support management with general administrative, reporting, and operational coordination.
- Ensure documentation and administrative processes are maintained in accordance with company policies and procedures.
REQUIREMENTS:
Qualifications –
- Matric \ Grade 12 (Compulsory).
- ITIL Foundation (Preferred).
- A+ or N+ / MCSE or studying towards an IT qualification would be beneficial.
Experience/Skills –
- Proficient in Windows 7 and MS-Office Suite.
- Proficient in ITSM and HEAT.
- ITIL Awareness an advantage.
- Excellent Communication and Interpersonal skills.
- Customer Driven.
- Must have strong attention to detail.
- Must be able to work independently and with a team.
- Must be able to cope under pressure.
- Must be punctual, disciplined and dedicated to effectively execute job
- requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.
- Must be able to work flexible hours as may be required.
Desired Skills:
