Dutch 1st line service desk analyst

Main Responsibilities: Dutch 1st Line Service Desk Analyst

Based in Cape Town: this is a Dutch Technical position.

Fully understand the service our client has been engaged to deliver in line with the 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 understand and diagnose issues to apply a rapid resolution or capture information to assist escalation and resolution at the 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 the ticketing system.

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

Understand and operate according to escalation proced...