Service Desk Support Incident Analyst (CPT Onsite)

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.