Service Centre Analyst

Position Summary Industry: Wholesale & Retail Trade Job category: IT and Telecommunications
Location: Cape Town
Contract: Permanent
EE position: Yes
Brand: Clicks
Introduction
We are looking to recruit a Service Centre Analyst to work within the IT department of Clicks Group Services. The role will be based at Clicks Head Office in Cape Town and will report to the Service Centre Manager (IT).
Job description
Job Purpose
The purpose of the job will be to ensure the cost effective management of IT Incidents and service requests from end to end point of view and to provide dynamic IT Support within the agreed Service Promise.Job Objectives
Providing telephonic and email support to users
To accurately record, assign, escalate and track all incidents and service requests
Taking ownership of incident and Service request from initiation to closure
To deliver dynamic first line technical support in order to promptly restore IT Services within service levels
To engage professionally with business users and vendors to provide customer service within agreed service levels
To ensure that all IT related incidents and service requests are resolved effectively with high level of customer
To perform standby work from time to time in the IT Service Centre
Minimum requirements
Job related knowledge and skills
Knowledge of Information Systems
Knowledge of company policies and procedures
Knowledge of governance framework
Knowledge of customer service and incident management processes
Strong verbal and written communication skills
Analytical and technical computer skillsEducation and Experience
Essential
Matric / Grade 12
2/3 Years experience within an IT Service/Call CentreDesirable
ITIL Foundation
Retail experience
IS or IT Diploma
MCDST (A , ITIL, HDI)Competencies
Deciding and Initiating Action
Writing and Reporting
Planning and organising
Analysing