Job Objectives

Provide 2nd Line Support: 

• Ensure that the client incident information pertaining to 1st line service desk support escalations is valid, accurate and easy-to-understand.
• Perform in-depth (2nd line) technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.
• Provide high quality service during customer interactions, and ensuring the client is well informed about the problem, resolution timelines and timeous feedback on all stages. 
• Liaise with service desk and application support teams to facilitate incident resolution. 

Incidents escalations:

• Efficiently escalate any unresolved problems or requests to the relevant application support (3rd line support) team with accurate information and problem diagnosis prior to the escalation.

Update the logging system according to established standards, procedures and timelines.Technical system, skills transfer and knowledge database updates:

• Manage all incidents within the applicable IT Service Management (i.e., BMC Helix, Jira Service Management, etc.) tools to provide support for a broad range of enterprise technical systems including Retail System SAP and Point of Sale.
• Ensure tools are available and in place for efficient support.
• Update the knowledge database for future references according to agreed standards and timelines.
• Provide input on the need analysis and support for Service Desk Agents training with guidance on efficiently troubleshooting, managing, resolving and closing incidents with minimal escalations.

Communication:

• Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy-to-understand and detailed for the end-user.
• Execute all client interactions or communication within established business communications channels and systems (ITSM, emails, chats etc).
• Continuously communicate incident progress or resolution steps to clients.

Qualifications

• Matric / grade 12 certification – (essential).
• A+ or N+ and ITIL 4 Foundation Certification – (essential).
• Service Desk Analyst certification – (essential).
• IT related Diploma / Degree – (desired)

Experience

• +2 Years’ experience in general IT operations/support services or similar role with knowledge of 2nd line support service and solid experience resolving and escalating IT related queries within a service desk support environment in a retail context- (essential).
• Experience with IT Service Management tools (I.e., BMC Helix, Jira Service Management, etc.) for incident support – (essential).
• Experience in a Retail / Wholesale / Financial Services industry – (essential).
• Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and 
• Microsoft applications – (desired).