This job offer is not available in your country.
Dutch service desk analyst
ABC WorldwideCape Town, South Africa30+ days ago
Job descriptionProvide a single point of contact for end users support using all contact mediums. Quickly understanding and diagnosing issues to apply a rapid resolution or capture information to Develop and maintain a high level of communication skills, excellent spoken and written English is Analyse the nature of queries and customer problems and provide suitable solutions within SLA. Understand and operate according to escalations procedures. Work with supervisors to develop new documentation and procedures. Monitoring and responding to alerts on ServiceNow / Teams Channels. Trending on internal & client alerts to reduce incidents and improve system stability. Deliver best practice call management : investigate, diagnose, detail, resolve or escalate incidents Cover 1st / 2nd line level core & out of hours tickets, resolving or escalating tickets within SLA. Taking calls and logging tickets. Provide cover or deputise for other analysts in their absence. Escalating high priority tickets. Help with Queue Management Tasks as and when required. Help with any other Service Desk related tasks as required. Show an outward commitment to actively develop personal knowledge. Follow process and protocol as instructed and required by the client. Achieving exceptional levels in Customer Satisfaction questionnaires. Ability to Multi-Task. To provide a high throughput of day-to-Day Incident volumes whilst maintaining customer To ensure that all Incidents / Requests are dealt with within contracted SLA timeframes. To ensure Documentation is clear and concise. Gather technical knowledge to consistently increase your own skill set. Computer related field certification or equivalent experience. Great communication skills, written and spoken. Positive, enthusiastic, and supportive individual. Proven Customer service skills. Ability to take ownership of and progress incidents to resolution. Ability to work under pressure. Ability to work in a team and to support team members. Effective keyboard skills. Communication and interpersonal skills including listening, building rapport, establishing empathy, Analytical Fault Finding. Good understanding of Office 365 / Azure / Exchange, Sharepoint Intune, MFA, RSA, VDI Environment (VMWare). Experience of using Active directory. Experience of Ticketing system (ServiceNow or similar).
Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve
their goals and our thirst for understanding how technology improves business are what make us
successful.
Main Responsibilities :
- Fully understand the service has been engaged to deliver in line with ITIL Framework.
- Develop and maintain rapport with end users by displaying a detailed understanding of their IT
environment and business issues.
assist escalation and resolution at next level of support team.
essential to gather information and capture actions and outcomes in ticketing system.
Principal responsibilities and accountabilities :
within an agreed target time.
Person Spec :
Key Performance Indicators :
satisfaction.
Skills and Experience :
and demonstrating awareness of internal and external issues in a calm and polite manner.
Technical skills required :
Create a job alert for this search
Service Desk Analyst • Cape Town, South Africa
Related jobs
Registered office address : .Appold Street, London, EC2A 2AP.Registered in England and Wales.ICSG Ltd trading as Acacium Group.
Company registration number 7268397.R20 000 Per month plus excitin...Show moreLast updated: 10 days ago
Dutch-Speaking Resource Consultant / Resource Analyst.Join a fast-growing European electrical wholesale project with nearly 500 branches.
Location : Remote, Cape Town| Salary : R28,000 - R35,000 + Inc...Show moreLast updated: 17 days ago
- Promoted
Dutch customer Service
ABC WorldwideCape Town, South Africa Dutch-Speaking Customer Service Representative.Dutch-speaking Customer Service Representative.In this role, you will assist Dutch-speaking customers via phone, email, and chat, ensuring top-tier se...Show moreLast updated: 30+ days ago
- Promoted
Service Desk Engineer
Plus 1xCape Town, South Africa Job Title : Service Desk Engineer (Hybrid – Cape Town).This hybrid role requires working.Provide first- and second-line technical support to end users.
Troubleshoot hardware, software, and network is...Show moreLast updated: 30+ days ago
- Promoted
Technical Support Analyst (Stellenbosch)
CuriskaStellenbosch, South Africa Job Title : Help Desk Operations and Technical Support (Stellenbosch).Seeking a tech-savvy professional to provide first and second-line support for IT systems and cloud infrastructure.This role foc...Show moreLast updated: 30+ days ago
- Promoted
Compliance Analyst
ArvoBellville, South Africa Our client is seeking a Compliance Analyst to serve as the primary point of contact for all “Know Your Customer” (KYC) requests and provide general compliance support.
This role reports to the Head ...Show moreLast updated: 30+ days ago
- Promoted
Intermediate QA Analyst
WatersEdge SolutionsStellenbosch, South Africa Remote (South Africa-Based, with Quarterly In-Person Team Events in Stellenbosch).SaaS | Digital Product Development | Quality Assurance.
WatersEdge Solutions is hiring an analytical and detail-orie...Show moreLast updated: 30+ days ago
- Promoted
Senior Business Analyst - 1 Year Contract - Hybrid
Progressive IT ResourcingBellville, South Africa Our Client has a one year contract opportunity for a.The role is embedded in the one of their core teams and supports the companies strategic initiatives across inwards and outwards value streams....Show moreLast updated: 30+ days ago
- Promoted
Business Analyst (CH1150)
CapitalHStellenbosch, South Africa Our client, a leading payment aggregator and provider of secure payment solutions, is looking for a.This role supports the development and delivery of innovative payment products by translating bus...Show moreLast updated: 30+ days ago
- Promoted
Senior Business Analyst (CH1160)
CapitalHStellenbosch, South Africa Our client, a leading payment aggregator and provider of secure payment solutions, is looking for a.This role supports the development and delivery of innovative payment products by translating bus...Show moreLast updated: 17 days ago
- Promoted
Management Accountant / Data Analyst
Communicate RecruitmentStellenbosch, South Africa Execute monthly accounting close processes for multiple entities and currencies.Maintain and reconcile general ledgers, including journal entries, accruals, and inter-company transactions.Manage fi...Show moreLast updated: 12 days ago
- Promoted
Business Analyst (Intermediate Level) (CH1147)
CapitalHKuils River, South Africa Our client, in the Payments and Lending (Credit) industry, has an opening for Business Analysts (Intermediate Level) to join their team.
Are you a team player that enjoys working with developers, te...Show moreLast updated: 30+ days ago
- Promoted
Dutch Speaking Call Center Agent
Mass MarketsCape Town, Western Cape, South Africa MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 30+ days ago
- Promoted
Service Now Managed Service Analyst
Mindmatch ConsultingCape Town, South Africa We are looking for a ServiceNow Managed Services Analyst, you will play a key role in maintaining the health, performance, and security of our ServiceNow platform.
You will carry out daily monitorin...Show moreLast updated: 11 days ago
- Promoted
Service Desk : Senior Support / Infrastructure Engineer
IOCOCape Town, South Africa Our Client is looking for an experienced.Senior Support Infrastructure Engineer.The ideal candidate will be required to maintain regular dialogue with clients, users, stakeholders, and vendors to ...Show moreLast updated: 30+ days ago
- Promoted
IT Technical Service Desk Manager
Status StaffingCape Town, South Africa A recent professional profile photo is to accompany your application.EMPLOYMENT TYPE : Permanent.SECTOR : IT.BASIC SALARY : R4...Show moreLast updated: 30+ days ago
- Promoted
Senior Business Analyst (CH1161)
CapitalHKuils River, South Africa Our client, in the Financial Services industry, has an opening for a Senior Business Analyst to join their team.You will be in charge of gathering the company's business requirements within Product...Show moreLast updated: 30+ days ago
Service Desk Analyst
Acacium GroupCape Town, Western Cape, ZAQuick Apply
- Promoted
Customer Resolution Analyst
Mindmatch ConsultingCape Town, South Africa This is not your ordinary customer service role, this needs someone with a curious mind, who has done Tier 3 customer service.
Well spoken, must have customer service – at least 4 years, must have r...Show moreLast updated: 30+ days ago
Dutch-Speaking Resource Consultant / Resource Analyst
The Legends AgencyCape Town, Western Cape, South AfricaRemote
Quick Apply