Type your keywords in the search box above

Junior First Line Analyst - Incident Management (Eversheds)

Main purpose of Job/Role:



The role of the GSD Incident Management Analyst is to take ownership of end to end management of incidents logged in the Call Logging System for clients/customers to in order to reduce aged incidents, drive the progression of incidents towards resolution quickly and to resolve incidents within SLA.


Shift work may be required.


Job requirements: 

Essential Knowledge/Skills

·         A high command of the English language both written and verbal is essential.

·         Self-motivated with the ability to work unsupervised.

·         Attention to detail

·         Punctuality

·         Excellent verbal and written communication skills

·         Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease

·         Possess proficient analytical and decision making skills

·         Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns

·         Proficient relationship building skills – predict customer behavior and respond accordingly

·         A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.

·         Good communicator with the user environment.

·         Dynamic but aware of the views and feelings of others.

·         Able to operate as a good team player.

·         Drive and Energy.

·         Demonstrate clear purpose, enthusiasm and commitment.

·         Be able to use varying styles of communication to suit the occasion and the audience.

·         Suggest new ideas within the team.


Desirable Knowledge/Skills


Essential Qualifications

·         Grade 12 – subjects:  Mathematics, Computer Science.

·         Solid knowledge & skill in MS Office & Windows XP/Windows7

·         18 months in the Customer Service industry with direct input into a technical environment.

·         Good basic understanding of General IT equipment e.g. Switch, routers, RAM etc.

Desirable Qualifications

·         Exposure to Incident management currently or in a previous environment.


Reference Number: 





Western Cape - Northern Suburbs (Cape)




Market Related

Job Type: 



Information Technology