Service Delivery Analyst X2

2 weeks ago

Sandton, South Africa Blue Label Telecoms Full time

**About Company**
We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We reach them by using both physical and virtual distribution channels. We target many of our services at people who do not have easy access to bank accounts, and we allow them the convenience of being able to transact where and when they want to. Our good reputation is our license to operate.

**Job Purpose**

The Service Delivery Analyst is responsible for managing the delivery of service in line with the agreed upon service levels from inception to resolution. This includes allocation of tickets to support analysts, tracking and monitoring resolution progress against stipulated support levels and daily reporting on ticket status. Manage escalations, communication and compiling daily, weekly and monthly reports.

**Responsibilities**:
**Technical Support**
- Active monitoring of service desk tool (Jira) for new tickets logged
- Ensure that all tickets get assigned to relevant support analysts with no open tickets unassigned to at end of each day/shift
- Work independently to prioritize, classify and allocate tickets logged and follow escalation procedure
- Obtain missing information required for the investigation and resolution of tickets logged
- Track resolution progress against service levels, flagging Jira tickets that are either nearing breach of SLA or have breached SLA
- Track and report on all Jira ticket metrics through daily, weekly, and monthly reports
- Work cooperatively with key team members, clients, and vendors
- Assist the Service Delivery Manager in the execution of functions as well as in building and maintaining the Technology service offering
- Action and resolve Jira tickets assigned to you
- When necessary, assist in issue resolution
- Issuing external and internal communications relating to outages and maintenance
- Follow up on outages and get root cause analysis information for incident reports
- Draft and issue incident reports for outages
- Keep daily record of all incidents/outages
- Manage level of service delivered
- Attend and chair daily, weekly, and monthly service delivery meetings when required
- Attend CAB meetings when required
- Assist in the management, measurement, and conformance to agreed service level targets
- Manage escalations and provide regular feedback to stakeholders until resolution
- Identify and manage the implementation of continuous service improvement initiatives
- Manage user and customer satisfaction
- Understand customer’s business, services, and the impact of technology on their business
- Classify, escalate, and coordinate trend analysis and problem resolution
- Communicate with users, working to ensure rapid resolution and offering training where required
- Communicate directly with users and customers to provide regular updates on outstanding tickets logged until resolution

**Customer Services**
- Establish and maintain a positive professional relationship with users and customers
- Maintain regular and timely communications with users and customers
- Maintain strong working relationship with users, customers, support teams, and vendors
- Work with users, customers, support team, and vendors to execute consistent service delivery procedures throughout the organization
- Drive customer centricity

**Work collaboratively**
- Build a culture of integrity, respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions
- Demonstrate ability to work in teams
- Demonstrate ability to communicate at all levels

**Self-Management**
- Maintain high level of attention to detail
- Exceptional communication and organizational skills
- Ability to manage multiple issues in a fast-paced, deadline-driven environment
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Demonstrate ability to work under pressure
- Plan and prioritize, demonstrating abilities to manage competing demands and priorities
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs
- Demonstrate ability to work independently

**Competencies**
- Attention to detail
- Customer focused
- Evaluating problems
- Investigate issues
- Information seeking
- Processing details and information
- Building relationships
- Ability to organize
- Communicating information
- Providing leadership
- Showing resilience
- Adjusting to change
- Giving support
- St

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