Service Desk Support Incident Analyst (CPT Onsite)

SUMMARY:
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POSITION INFO:
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 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.