Senior service desk analyst

Senior Service Desk Analyst

Acacium Group

Woodstock, Cape Town

Permanent, Full Time

Unlock Your Potential:

Do you have service desk experience? Are you passionate about providing exceptional service in a fast-paced environment?

We're looking for a Senior Service Desk Analyst to join our growing team in Cape Town! In this role, you will follow ITIL best practices and processes to deliver excellent service to our internal customers via written and verbal communications, taking full ownership of incidents and requests to ensure these are accurately entered into our ticketing system, ServiceNow, to a high standard.

We're looking for someone who thrives in a fast-paced environment to handle a high volume of calls and tickets while maintaining exceptional service to contribute to our customer satisfaction scores! Continuous improvement is key, so our team regularly reviews processes and updates them in accordance with changes or identified improvements.

If you have strong customer service skills and you're experienced in providing 2nd line support within a large organization, we want to hear from you!

Every Day You Will…

• Follow incident management processes and procedures in the lifecycle of an incident.
• Assist in the identification, information gathering, and utilization of root cause analysis techniques for problem tickets.
• Fulfill request tickets, ensuring this is met at the highest standard and within SLA.
• Maintain awareness of scheduled changes and how these changes will impact customers.
• Document standard processes and procedures and update knowledge articles.
• Follow asset management processes and procedures in the lifecycle of an asset.

What’s In It For You?

• Dedication to developing you and your career - we can give you the tools, guidance, and support you need to be successful in your career.
• Opportunities to enhance your experience and skillset by moving across the global organization.
• Regular events and incentives.
• Competitive salary and bonus and benefits including medical aid.

Join Us and Make a Difference!

If you want to join a global, market-leading organization committed to the human side of business, then look no further. Acacium Group is the UK’s largest healthcare staffing and solutions partner and specializes in the healthcare, social care, and life sciences industries. We are a business with scale, leading digital capabilities, and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivaled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by Your Side, Driven by Excellence.

Join us and play a key part in shaping the future of society and improving people’s lives!

To Thrive in This Role, You Must Have...

• Experience providing 2^nd line support via ticketing systems, preferably ServiceNow.
• A good understanding of on-premises Active Directory and Azure Active Directory.
• Asset management experience, preferably within Microsoft Intune.
• A good understanding of ITIL processes.
• Exceptional customer service skills.

Employment Equity:
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.