Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems, and provides basic telephonic training on these systems when required.
Escalates more complex problems but must manage the incident to completion. Identifies interim and long-term solutions and provides regular updates to the Senior Problem Analyst.
Participates in internal forums and work groups to contribute to the methodology and standards.
Permanent, Cape Town based
QUALIFICATION AND EXPERIENCE
Degree or Diploma IT
2 years related experience.
ITIL Foundation certified
KNOWLEDGE AND SKILLS
Reporting and Administration
Business Requirements Definition
Problem Tracking Tool
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