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Service Desk Analyst - Johannesburg

Merchants Recruitment

Randburg, Gauteng

on 2022/04/15

Market Related

Role Requirement Contract

SalaryMarket Related

Work TypeContract

Service Desk Analyst - Johannesburg

Job Purpose: To provide call logging and first call resolution for calls reported to the Service Desk.


  • Respond to all incoming calls and log client requests (log incidents on the system)
  • Analyse calls and ensure that the classification, prioritization and escalation of requests are correct
  • Update calls/incidents according to the standard defined process
  • Escalate to relevant technical support 
  • Monitor, maintain, track update and reports Service Desk queues
  • Provides 1st line support on LAN, WAN and WiFi networks

Minimimum requirement

  • Matric/NQF Level 4 qualification
  • ITIL Foundation preferred
  • Knowledge in end user computing support
  • 1 Years' service desk agent experience
  • A+ preferred
  • N+ would be an added advantage
  • Problem Solving ability
  • Client service orientation
  • Excellent communication skills

How to apply

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Minimum experience required:

NQF Level 4 qualification

0-6 months experience in Customer Service / Call Centre / Service Desk

Knowledge / Awareness of ITIL highly advantageous

Desired Skills

Customer service orientation (L2)

Planning and Organising (L2)

Adaptability (L2)


Problem Solving (L2)

Oral and Written Communication (L2)

Technical Expertise (L2)

Attention to detail

Questioning and Probing

Knowledge sharing

Teamwork (L2)

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