Service Analyst (IT)– Service Centre - UPD Lea Glen (Roodepoort)

Introduction

• We are looking to recruit a permanent Service Analyst (IT) – Service Centre to work for United Pharmaceutical Distributors (UPD). The role will be based at the Roodepoort (Lea Glen) branch and will report to the Service Manager (IT) Infrastructure.

Job description

Job Purpose:

• The position will support UPD’s IT service operations, including first-line support and incident management activities.

Key Performance Areas:

• Providing first-line technical support and resolving common user issues where possible.
• Performing initial triage and assigning incidents to the appropriate technical support team.
• Identifying recurring incidents and escalating potential problems for further investigation.
• Monitoring open incidents, following up with support teams, and keeping users informed of progress.
• To accurately record, assign, escalate and track all incidents and service requests
• Taking ownership of incident and service request from initiation to closure
• 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 
• Managing AD user accounts, groups and organisation. 
• Basic administration within the team.

Knowledge and Skills:

• Knowledge of Information Systems
• Experience in Microsoft Azure and Active Directory.
• Knowledge of governance framework
• Knowledge of customer service and incident management processes
• Strong verbal and written communication skills
• Analytical and technical computer skills

Competencies:

• Deciding and Initiating Action
• Writing and Reporting
• Planning and organising
• Analysing
• Applying Expertise and Technology
• Delivering Results & Meeting Customer Expectations

Minimum requirements

Required Minimum Education and Qualifications:

• Matric / Grade 12
• 2/3 Years’ experience within an IT Service/Call Centre

Minimum Experience and Education:

• ITIL Foundation
• Microsoft Azure and Active Directory.
• IS or IT Diploma
• MCDST (A , ITIL, HDI)