Job Description

Senior service desk analystAcacium GroupWoodstock, Cape TownPermanent, full time US hours 4pm-12am Monday-FridayUnlock your potential:Do you have service desk experience? Are you passionate about providing an 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 a 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 that thrives in a fast-paced environment to be able to deal with a high volume of calls and tickets, whilst maintaining an exceptional service to contribute to our customer satisfaction scores! Continuous improvement is key, so our team regularly review processes and update 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 organisation, 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 utilisation of root cause analysis techniques for problem tickets
• Fulfil 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 organisation
• 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, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is the UK's largest healthcare staffing and solutions partner and specialise 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 unrivalled 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 of shaping the future of society and improving people's lives!To thrive in this role, you must have...

• Experience providing 2nd 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

Our Inclusion Commitment:We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.

Acacium Group