Ref: ITSROG0020 – SUPPORT/SERVICE ANALYST, I.T. RETAIL SYSTEMS, CAPE TOWN
Listing reference: woolw_000408
Listing status: Under Review
Apply by: 9 October 2022
Position summary
Industry: IT & Internet
Job category: Others: IT and Telecommunication
Location: Cape Town
Contract: Permanent
Remuneration: Market-related
EE position: Yes
Introduction
To analyse and report on the processes within Service Management and to maintain, source and configure the technical environments that support Service Management. To maximize the delivery of service to customers by pro-actively managing the performance, quality, motivation and day-to-day operational activities of a team. This is a permanent position based at the Head Office in Cape Town City Centre.
Job description
• Give input into the analysis of business requirements relative to their service impact and provide input into the prioritization process from a serviceability/operability perspective
o Analyse performance reports in order to identify service weaknesses and trends
o Analyse and address impacts of all Change Controls affecting the business unit supported
o Identify opportunities for maximising utilisation of existing technologies and for facilitating ITIL processes
• Ensure that all phases of support are properly managed, monitored, logged, tracked and resolved or escalated as per service levels, communicating with user/customer and 2nd and 1st line support where appropriate throughout the resolution process
o Effectively manage service levels (as prescribed by OLAs both internal and external), as well as telephony service levels as per IPM o Ensure accurate and timeous reporting of Tier 1 SLAs violations and facilitating the permanent fixing of the cause
o Serve as a 24/7 point of contact and standby for addressing escalated problems and incidents
• Create and publish reports of all service related issues to management and the business
Minimum requirements
• Grade 12 plus Diploma or Degree
• 5 -8 years relevant experience
Additional Criteria
• Strong analysis and problem solving skills
• Good verbal and written communication skills
• Solid technical experience in a support environment will be advantageous
• Min 2 years functional experience in the CA Unicenter Toolset [Configuration, integration & Administration]
• Functional experience on ITIL Service Support Processes: Incident Management, Problem Management, Change Management, and Configuration Management.
• Understanding of Workforce management, forecasting and planning within the Service Desk environment will be advantageous
• Looks beyond symptoms to uncover root causes of problems to be solved
• Proactively approaches others to obtain missing information
• Demonstrates a results-oriented mindset in planning and implementing activities/projects
• Prepares written reports and briefs and communicates ideas clearly.
• Manages existing partnerships within established agreements or contracts; negotiates adjustments when mutually beneficial to do so.
• Demonstrates resourcefulness in acquiring necessary knowledge, skills and competencies to adapt to change
