About the position:
The primary purpose of Service Desk Analyst role is to provide 2nd and 3rd level service desk support and
managing ICT incidents and Service Requests, using the incident management and request fulfillment
processes, in line with Service Desk objectives.
Service Delivery ...
About the position:
The primary purpose of Service Desk Analyst role is to provide 2nd and 3rd level service desk support and
managing ICT incidents and Service Requests, using the incident management and request fulfillment
processes, in line with Service Desk objectives.
Service Delivery
Provide accurate Incident management, Problem management, Change management and Service
Request management, within established Service Level Agreement (SLA) and Operating Level
Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations.
Utilise appropriate tools and methods to effectively manage Incidents/Problems/Changes and
Service Requests ensuring information is captured in the Service Desk ticketing system for future
reference and analysis
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