Service Desk Analyst | GYG

Yempo Solutions

3d•Remote

About The Position

We have an exciting dayshift opportunity available for a Service Desk Analyst . Work from home or the office – you choose! When you join Yempo, you’ll receive the following fantastic benefits: Highly competitive salary – paid weekly! HMO enrollment on commencement Additional HMO dependents added each year of service 20 vacation days per year; 7 sick days Annual performance bonuses and incentives Annual salary reviews and increases Free cooked rice, snacks and hot drinks Company polo shirts provided Fantastic, bright and cheerful open-plan work environment Prestigious clients and highly professional and friendly co-workers The Role As a Service Desk Analyst, you will play a crucial role in delivering efficient and effective technical assistance to our internal employees and external customers, aligning with our company values. You will be the initial point of contact for end-users, demonstrating excellent communication and problem-solving skills to provide exceptional customer service. This role requires a strong technical aptitude, a passion for helping others, and the ability to thrive in a fast-paced, team-oriented environment .

Requirements

Previous experience in a service desk or technical support role, providing end-user support and troubleshooting.
Solid knowledge of desktop operating systems (Windows, macOS) and productivity software (Microsoft Office Suite, Zoom).
Familiarity with computer hardware, mobile devices, printers, and basic networking concepts.
Strong problem-solving and analytical skills, with the ability to quickly diagnose and resolve technical issues.
Excellent communication and interpersonal skills, with a customer-centric approach and the ability to spread contagious smiles.
Proven ability to work effectively under pressure in a fast-paced environment, managing multiple priorities and meeting deadlines.
Experience working with IT service management tools and ticketing systems is essential.
Relevant certifications such as ITIL4 Foundations is essential
The role will be subject to taking a part in a 24 x 7 coverage rostering pattern.

Nice To Haves

Familiarity with POS Hardware and Software, while not essential, would be advantageous
Relevant certifications such as ITIL4 Foundations is essential (seeing on how we go for candidates we can shift this to advantageous )
Relevant experience in Customer Service, and the QSR industry, while not essential, would be advantageous

Responsibilities

Act as the first point of contact for all IT-related queries and issues, ensuring prompt and efficient resolution or escalation to the appropriate support teams when necessary.
Provide exceptional customer service by actively listening, understanding end-users' needs, and creating memorable experiences.
Communicate openly and honestly, respecting others' perspectives while expressing your thoughts.
Collaborate with other IT support teams to escalate and follow up on unresolved issues, ensuring timely and effective problem resolution.
Continuously improve your technical skills and knowledge to provide the best support.
Take ownership of your work and contribute to the success of the team and the company.