Main Responsibilities: Dutch 1st Line Service Desk Analyst

Based in Cape Town, this a a Dutch Technical position

Fully understand the service our client 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 1st/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

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.

Skills and Experience:

Computer related field certification or equivalent experience.

Great communication skills, written and spoken in Dutch.

Positive, enthusiastic, 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:

Good understanding of Office 365/Azure/Exchange, Sharepoint

Intune, MFA, RSA, VDI Environment (VMWare).

Experience of using Active directory.

Experience of Ticketing system (ServiceNow or similar)

Salary: Between R22000 to R28000 depending on experience

Working hours: Hybrid 2 days in office 3 days at home - 24/7 rotational shifts - overtime shift allowance, Internet allowance.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za