Technical Analyst

2 months ago

Midrand, South Africa Jurumani Solutions Full time

The Technical Analyst works within a business operational context and is assigned or dedicated to any one or more of the functional domains listed below. This role involves delivery of support functions according to the business processes, guidelines and policies. Compliance to documented processes as per the Refinery processes repository is imperative.

**Level 2 Support Function/Responsibilities**:

- Execute tasks and functions to deliver problem resolution and customer support.
- Analyze daily ONB Service Request reports and ensure appropriate action is implemented to manage problem resolution according to SLAs and KPIs.
- Optimize support task execution, reduce mean time to resolve (MTTR) and ensure results are recorded and customer feedback provided.
- Responsible for problem resolution; including all activities and procedures to appropriately expedite problem resolution to maximize customer satisfaction.
- Prepare and maintain relevant service request (SR) documentation, including activity schedules, narrative and written reports, and visual progress charts.
- Co-ordinate testing and re-testing of implemented ONB solution defects (fall-out) and issues in an effective manner.
- Perform manual regression testing of the customer’s implemented ONB solution when relevant.
- Document completed service requests (successes and challenges) and communicate findings and lessons learned to line manager.
- Enhance the ONB solution through process and system update contributions.
- Identify opportunities for improvement of current ONB processes.
- Align with test programme for change request implementation.
- Continuous improvement and process re-engineering.
- Define solution test strategies and approach fitting the scenario.
- On target / as per commitment to customer resolution conclusion and hand over.
- Stakeholder coordination and communication.

**Experience Required**:

- ITIL Foundations (beneficial)
- At least three years’ customer service experience in a technical role (essential).
- Practical and systematic approach to work beneficial.
- Telecommunications industry experience beneficial.
- Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
- Proven experience in a customer facing function.
- BroadWorks experience beneficial.
- Polycom, Yaelink and snom VoIP Desk Phone experience beneficial.

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