2nd Line Service Desk Analyst

About Kocho

We believe specialist UK firms deserve the same level of service they would give their own clients. We know that clients want expertise, a service they can rely on and intimate support from a named individual who knows their business. Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve their goals and our thirst for understanding how technology improves business are what make us successful.

With us its Personal

Shared 2nd Line Support Engineer is a professional who provides technical assistance and support for various IT systems and services, within a team or department. This role involves addressing more complex technical issues that couldnt be resolved at the first level of support (1st line support), and often requires a deeper understanding of the technologies being supported. Main Responsibilities:

• Fully understand the service KOCHO has been engaged to deliver in line with ITIL

Framework.

• Develop and maintain rapport with end users by displaying a detailed understanding of

their IT environment and business issues.

• Provide a single point of contact for end users support using all contact mediums.
• Quickly understanding and diagnosing issues to apply a rapid resolution or capture

information to assist escalation and resolution at next level of support team.

• Develop and maintain a high level of communication skills, excellent spoken and written

English is essential to gather information and capture actions and outcomes in ticketing system.

• Analyse the nature of queries and customer problems and provide suitable solutions within

SLA.

• Understand and operate according to escalations procedures.
• Work with supervisors to develop new documentation and procedures.
• Monitoring and responding to alerts on ServiceNow/Teams Channels.
• Trending on internal & client alerts to reduce incidents and improve system stability.

Principal responsibilities and accountabilities:

• Deliver best practice call management: investigate, diagnose, detail, resolve or escalate

incidents within an agreed target time.

• Cover 2nd line level core & out of hours tickets, resolving or escalating tickets within SLA.
• Taking calls and logging tickets.
• Provide cover or deputise for other analysts in their absence.
• Escalating high priority tickets.
• Help with Queue Management Tasks as and when required.
• Help with any other Service Desk related tasks as required.
• Show an outward commitment to actively develop personal knowledge.
• Follow process and protocol as instructed and required by the client.
• Ability to resolve P1/P2 high priority incidents and keeping a calm head

Person Spec: Key Performance Indicators:

• Achieving exceptional levels in Customer Satisfaction questionnaires.
• Ability to Multi-Task.
• To provide a high throughput of day-to-Day Incident volumes whilst maintaining customer

satisfaction.

• To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
• To ensure Documentation is clear and concise.
• Gather technical knowledge to consistently increase your own skill set.
• Create knowledge articles

Skills and Experience:

• Computer related field certification or equivalent experience.
• Great communication skills, written and spoken.
• Positive, enthstic, and supportive individual.
• Proven Customer service skills.
• Ability to take ownership of and progress incidents to resolution.
• Ability to work under pressure.
• Ability to work in a team and to support team members.
• Effective keyboard skills.
• Communication and interpersonal skills including listening, building rapport, establishing

empathy, and demonstrating awareness of internal and external issues in a calm and polite manner.

• Analytical Fault Finding

Technical skills required:

• Azure: Experience with Microsoft Azure involve managing virtual machines, configuring

networking, implementing security measures, and deploying various services within the Azure environment.

• O365: Experience with Office 365 include configuring and managing email services

(Exchange Online), document sharing and collaboration (SharePoint and OneDrive), and communication tools (Microsoft Teams).

• Active Directory: Experience with Active Directory involve user and group management,

security policies, domain administration, and integration with other systems.

• Backup Technologies: This include setting up and configuring backup systems, managing

backup schedules, and restoring data in case of data loss. Azure: Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL Server Infrastructure: HP & Dell, Microsoft Server OS through to 2019, VMWare, and AD-related aspects of Intune, server rebuilds, N-able. Backup technologies: VEAAM, Azure Backup, Backup Exec, MABS, Active Directory, DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS, 3rd party Line of Business application troubleshooting E.G Coins, Agress Qualifications

• AZ-900
• MS-900
• AZ-104 (Nice to Have)

In this role, you would be responsible for handling escalated technical issues, troubleshooting complex problems, providing remote assistance to end-users, documenting solutions and procedures, and collaborating with other teams or third party vendors as needed. Your combined experience in Azure, Office 365, Active Directory, and backup technologies indicates that you have a solid background in various aspects of IT infrastructure and services. This skill set is valuable for our organization to maintain and enhance IT systems, ensure data security, and provide effective technical support to users.

And this is what we offer in return:

• Private Medical Insurance
• Life assurance
• Group Income Protection
• Flexible benefits - Choose what suits you
• Access to a discount store
• Fruit, cereal, toast, biscuits, squash, fizzy drinks etc. in the office
• Celebrations for exciting life events
• Matched charity donations
• 25 days leave, plus a day for your birthday, plus cake sent to home
• Enhanced family leave
• Length of service awards
• Monthly socials
• Continuous Training
• Peer Reward programme
• Flexible working
• Cycle to work scheme
• Everymind at Work
• Agile working
• Branded SWAG for all employees and new joiners
• Cultural champions - Focusing on celebrating our diversity
• A host of clubs to get involved with - Running club, Football, Motivational speakers.

Information :

• Company : Kocho
• Position : 2nd Line Service Desk Analyst
• Location : Cape Town, Western Cape
• Country : ZA