Service Analyst Cape Town - Cape Town Region
Clicks Group Limited
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 Supervisor/ Manager (IT). 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 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 skills Education and Experience Essential Matric / Grade 12 2/3 Years experience within an IT Service/Call Centre Desirable ITIL Foundation Retail experience IS or IT Diploma MCDST (A , ITIL, HDI) Competencies Deciding and Initiating Action Writing and Reporting Planning and organising Analysing Applying Expertise and Technology Delivering Results & Meeting Customer Expectations Why Clicks; We look for customer-obsessed people with a “can do” attitude, that are professional and passion about their Careers. Clicks Groups employee value proposition focuses on people, passion and opportunities. We care about and contribute to the well-being of people, the environment and communities, while the group's growth strategy provides our people with unlimited opportunities. We endeavour to provide feedback to all candidates whenever possible, however, if you don't hear from us in 2 weeks, please consider your application unsuccessful. All positions will be filled in accordance with our Employment Equity. For more Career opportunities visit our Career Site https://careers.clicksgroup.co.za For the optimum experience whilst searching for your next role on our Careers site, please use Google Chrome.
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