Service Management Analyst

7 months ago

Cape Town, South Africa Travelopia Full time

**Tech Help - Service Management Analyst (LV1)**:
**About the Role**:
Operating across the globe, including Europe, Australia, North America, and Canada, Travelopia is passionate about being the best. We pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Our combined businesses are the world’s largest provider of specialist and experiential travel with a range of unique experiences, from private jets, polar expeditions, sailing, ski holidays, and more Join us. In return, you will be rewarded with the following:
**Key Responsibilities**:

- Manage and record all major incidents, change requests, and problems effectively, utilising tools and techniques to ensure accurate and complete information in the service management system, while raising intricate issues to higher-level support when needed.
- Follow up with users and shareholders to ensure resolution and closure of incidents and requests and obtain feedback on service quality.
- Identify and report recurring or potential problems and suggest preventive or corrective actions.
- Perform routine maintenance and monitoring tasks, such as checking system status, backups, logs, alerts, etc.
- Participate in service improvement initiatives, such as collecting and analyzing data, identifying trends and gaps, and proposing solutions.
- Keep up to date with the newest technologies, tools, and best practices in the IT service management field.

**Skills and Competencies**:

- Possesses a solid understanding of IT service management frameworks (ITIL, COBIT, ISO/IEC 20000) and demonstrates familiarity with the organisation's network, hardware, software, and cloud environments for effective incident, change, and problem management.
- Effectively and expertly connect with users and various levels of shareholders, using appropriate language and tone.
- Ability to listen actively and empathize with users and shareholders and understand their needs and expectations.
- Ability to analyze and solve technical problems, using logical and systematic approaches.
- Ability to work independently and multi-functionally and prioritise and manage multiple tasks.
- Ability to follow policies, procedures, and standards, and adhere to ethical and quality principles.

**Qualifications and Experience**:

- A minimum of a high school diploma or equivalent experience.
- Possess a certificate or training of IT service management principles (ITIL, COBIT, ISO/IEC 20000) and the organisation's supported IT landscape (network, hardware, software, cloud).
- At least one year of experience in tech support and service management to IT users.
- Experience working with international stakeholders is an added advantage.

**Working with us**:

- Competitive salary (and uncapped commission, depending on if this is a demand generating role)
- 21 days annual leave + 11 SA public(bank) holidays + 1 day off for your birthday.
- Medical aid and Life insurance
- Progression Plan - personal development within Travelopia group.
- Travel benefits and retail discounts

**Our dedication to equity, diversity & inclusion**:
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish.

We are committed to inspiring change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly advise us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.

***
**#LI-CM1 #LI-HYBRID**:

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