About the position
ENVIRONMENT:
A dynamic provider of innovative Software & Systems seeks a meticulous, self-driven and strong technical Service Desk Support Incident Analyst who will be responsible for ticket movement and conforming to customer requirements. You monitor all open tickets/cases with careful consideration for tickets at risk of breach and tickets/cases that have already breached and review ticket/case content and flags non-adherence to ticket logging protocol, collate data from ticket/case journals and provide to customer. The Incident Analyst will also be responsible for SLA reporting for corporates on a daily weekly and monthly basis and highlighting missed SLAs and pending upliftment's and the processing thereof once approves. Applicants must have Matric/Grade 12, a relevant Certificate, 2-3 years’ experience within a technical support/ customer service call centre environment with Intermediate to Advanced MS Excel and MS Word proficiency.
DUTIES:
Ticket Monitoring and Conformance Management (30%) –
- Monitor ticket movement, paying special attention to the pending list and identify ticket/cases approaching breach and tickets/cases that have already breached.
- Flag tickets in breach with concerned Service Desk Interns, Systems Technician or Systems Engineer and highlight this with the relevant team leader.
- Regularly examine tickets, cases, and emails by paying careful attention to query handling and ticket logging protocol.
- Periodically compare customer call-records against company records and escalate/resolve discrepancies.
- Review internal and external audit reports to identify gaps in processes where SLAs have been missed and ticket/case data has been inadequately captured.
- Collate and deliver compelling and comprehensive evidence with a view to internal/external proceedings.
- Spearhead call interventions by identifying trends in errors and policy nonadherence to internal best practice.
- Participate in creating initiatives and ticketing protocol refreshers and training in general and for specific teams.
- Strive for continued improvement by championing quality.
- Investigate and report on trends such as: Missed SLAs, Pending Upliftment’s, Missing data, Incorrect data, Update requests, Breach alerts, Ticket counts, False positive recalculations, Customer portals check in, SLA of doom.
Reporting (20%) -
- Synthesize reports adhering to the internal reporting protocol and branding guidelines.
- Compile daily missed SLA and disseminate to Team Leaders, Service Desk Managers, HOD (Head of Department).
- Collate and publish periodic pending upliftment reports to the management team.
- Evaluate information by assessing the reliability of the source, and the validity and quality of information, to gain informed insights.
- Publish customer open ticket reporting daily.
- Furnish customer with current updates on open tickets.
- Collate SLA reporting for all corporates.
- Supply Internal Reporting as and when requested.
Customer Service and Service Level Validation (15%) -
- Ensure that client feedback is accurate and timebound.
- Ensure that all client engagement is clear, tactful, honest, and professional.
- Regularly assess SLA conformance against contractual obligation for Line1 and Line 2 teams.
- Routinely contribute to service validation and sign off reports.
Policies and Procedures (5%) -
- Adhere to company policies and procedures code and regulations.
- Conform to the reasonable instructions of any employee in authority over yourself, which is not stipulated in your job description.
- Familiarize yourself with relevant policies and procedures pertaining to the role.
- Demonstrate consistent application of internal procedures.
REQUIREMENTS:
- Matric / Grade 12.
- Investigations Certificate.
- 2-3 Years’ experience within a technical support/ customer service call centre environment.
- Technical skills.
- MS Excel and MS Word, intermediate/ Advanced.
ATTRIBUTES:
- Attention to detail.
- Prioritising.
- Agility.
- Initiatives and Self-motivation.
- Interpersonal relationships.
- Professionalism.
- Good written and verbal Communication skills.
- Good time-management.
Desired Skills:
