If you can thrive in a fast-paced environment that manages to combine a culture of fun and camaraderie with a relentless focus on customer satisfaction, then we have the perfect job for you. As a Service Desk Analyst you will be expected to provide IT support services internally to Ergo and externally to client companies. We also want self-starters that bring personality and flare to the role.
- Assume full ownership and responsibility of all allocated support tickets, ensuring they are dealt with promptly and professionally and satisfactorily concluded
- Ensure strict adherence to SLAs when dealing with customer tickets/calls
- Installing, configuring and troubleshooting of IT related software and hardware
- Highlight any anomalies on our customer sites raising a service ticket and triggering escalation procedures
- Develop and maintain an in-depth technical knowledge of Ergo products, services and solutions
- Perform routine day-to-day system security checks/backups and produce up-to-date status reports
- Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times
- Work with other technical staff to ensure connectivity and compatibility between systems
- Record and maintain hardware and software inventories, site and/or server licensing, user access and security
- Provide occasional technical training to customer's systems administrators and end users
- Maintain confidentiality with regards to the information being processed, stored or accessed
- Monitor remote managed service applications
- Fulfil ad hoc duties as required
