Service Desk Analyst
Dimension Data
Cape Town, South Africa
15d ago

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

The IT Service Desk Analyst is a mid-level position in the IT Service Desk family. They operate in more complex environments and monitor the network infrastructure.

The primary responsibility of the IT Service Desk Analyst is to ensure timely restoration of service for Dimension Data internal clients by managing requests (Incidents, Service Requests, Events and Problems) through to successful completion.


IT Service Desk Analysts are responsible for receiving, validating and logging client requests. They capture the detail of the request and provide first line support if required.

IT Service Desk Analysts act on requests logged by IT Service Desk Administrator and they ensure that the commitments made to client in are met in line with required standards.

Problem management

The IT Service Desk Analyst assists with the problem management process by collating problem information and verifying client entitlements prior to creating a recording of a problem classification or category.

They determine if a duplicate problem or workaround exists and escalates the problem to the relevant stakeholders when required.

These individuals record the problem description, priority and severity and associate the configuration items to the problem investigation record.


The IT Service Desk Analyst tracks requests and determines current activity on it. They use this information to update task details and to provide regular updates to clients.


These individuals analyse and interpret the requests to ensure that the classification, prioritisation and escalation of the requests are correct.

They identify and escalate requests and exceptions where necessary.


The IT Service Desk Analyst works closely with his / her colleagues to ensure the swift resolution of faults. They ensure that the user and / or client are kept updated on the progress in relation to the resolution of the fault.

They interact with necessary internal stakeholders and are responsible for managing requests through to resolution within the required standards and conditions by co-

ordinating product requests and liaising with relevant business colleagues to ensure resolution.


IT Service Desk Analysts are also responsible for producing breach and other reports that are necessary for the correct operation of our processes.

They need to identify failures and short-comings in the current processes and escalate with recommendations.

Behavioural skills

The actions of the IT Service Desk Analyst influence our client satisfaction and they need to be professional, detail orientated and client focussed at all times.

They have excellent verbal and written communication skills and are proactive and professional individuals who maintain a high level of client satisfaction.

Required Work Experience :

3 5 years’ work experience,

At least 3 years’ experience in a relevant field

What would make you a good fit for this role?

Job Requirements

n this position you will be required to :

1. Receive, validate and log client requests by recording the problem description, priority and severity.

2. Assist with the problem management process by collating problem information and verifying client entitlements.

3. Identify, track and escalate requests and exceptions where necessary to ensure swift resolution.

4. Produce breach and other reports and identify failures and short-comings in the current processes.

J ob Description

1. Relevant Qualification

2. Minimum 1 to 2 years in a similar environment.

3. Must have experience in supporting Network, Voice, Switching centers, Wireless BMS, CCTV, CA Spectrum and eHealth and CASD and be able to effectively manage changes and have the ability to access to switching centers.

4. Shift work required (including weekends), own transport advantageous.

5. Good communication skills and the ability to work independently.

Join our growing global team and accelerate your career with Dimension Data. Apply today.

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

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