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02-12-17 25 Hits

Junior First Line Request Analyst (Western Cape - Northern Suburbs (Cape))

Reference Number CC-805


To provide Full End User Administrative Support to customer and all on-site support teams


    Technical qualification (e.g. MCSE, CNE, CNA)
    Demonstrable LAN Admin experience in similar environment

    Matric Education

    ITIL Foundations

    Good communication skills

    Ability to work under pressure / in a pressurised environment

    Ability to address and resolve problems, when they arise

    Time management and organisation skills - prioritising own workload

    Team working

    Customer care skills - ability to listen to and understand the customer’s needs

    Able to work on own initiative

    Good technical knowledge of main IT platforms, methods and applications

    Good understanding of operating systems (e.g. Windows Vista, Windows 7)

    Good understanding of LAN OS (e.g. Active Directory, Unix, & Windows 7)

    Good understanding of LAN Architecture & Cabling Topologies - to manufacturer accredited level

    Good understanding of network protocols & WAN architecture - to manufacturer accredited level

    Good knowledge of PC hardware & software configuration

    Good Windows application knowledge

    Understanding of Call Management systems

Technical 60%
Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests

Remotely distribute applications - eg. via SCCM, SMS.

Alert the Service Desk of any Server / Network failures or potential failures

Monitor server and network capacities, ensuring critical thresholds are not exceeded

Advise the SDM / Ops Manager / customer on the impact of adding applications / systems to the existing infrastructure

People Management 15%
Communicate all progress of requests to customers.
Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.
Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate
Escalate potential service issues, where appropriate. 
Provide cover for other service analysts in their absence.

Administration 25%
Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.
Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion.
Provide documentation for addition to the site procedures file on all Network Administration tasks
Ensure that out-standing requests are kept within acceptable levels.
Accurately complete Computacenter forms (holidays, training, sickness etc)
Attend Team and Sector meetings

Work Level Junior

Type Permanent

Salary Market Related

Location Western Cape - Northern Suburbs (Cape)

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