IT Service Desk Analyst at Penda Health

Role Summary:

This position offers the exciting opportunity to man the helpdesk in offering first level technical support across our entire company!  We’re looking for a self-starter who will be responsible in triaging technical requests and gathering more information relevant for escalations. The ideal candidate would have strong knowledge and experience help desk services.

Responsibilities:

• Be the first level support for all incoming tickets and telephone calls.
• Respond to issues raised through helpdesk tickets and support line calls within the set first response time of 15 minutes. Ensure that all issues raised have been captured in a ticket.
• Address all level 1 support tickets and escalate to the appropriate specialists for action any tickets that cannot be addressed on level 1.
• Analyze tickets on a regular basis and create relevant reports that would otherwise be used to improve service delivery.
• Create and distribute learning self-help material as it may be found necessary.
• Update the service desk KPIs dashboard and share related updates to the team on a weekly basis.
• Configure and maintain the service desk platform as per the service desk SOPs, workflows and metrics.
• Provide support to the other teams on projects and user training when required.

Requirements

• A diploma or higher qualification in IT or in a business-related discipline
• A minimum of 1 years’ experience in an IT helpdesk role
• An ITIL certification will be an added advantage.
• Great team player with drive for results and enjoys being part of a team