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Support Analyst

4 months ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Central Services**Function**:Information Technology**Date**:30 Aug 2023- Discovery - Digital Messaging
Support Analyst (BAU)**About Discovery**
- Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
- **About Digital Messaging**
- Digital Messaging enables the creation, distribution, receipting, storage and retrieval of all outbound communications (triggered, bulk), across various channels for businesses in the Discovery Group (Discovery Life, Invest, Health, Insure, Card, Vitality RSA, Vitality Life UK, and The Vitality Group USA), as well as the workflow routing of all inbound communications to the Discovery Group. We are a service focused team that has a drive to solve problems with urgency, and meet the needs of our clients to the best of our ability. We are looking for smart, energetic, experienced and dynamic achievers who take initiative and ownership, and who thrive on constant challenges and high-speed change to join us on this journey. If you have an entrepreneurial mind and appreciate calculated risks, then the Discovery environment will liberate you to realise your full potential.
- **Key Purpose****Areas of responsibility may include but not limited to**:

- Primarily responsible for accurate problem identification, system fixes, and resolution.
- Implements a wide range of creative solutions and uses judgment based on deep technical knowledge to determine the best course of action to resolve technical issues that pose a significant risk to the firm and/or affect a large number of users
- Conduct issue resolution, root cause analysis and remediation.
- Working closely with cross functional teams across the organization.
- Knowledge of the production support processes such as incident case management, logging, prioritization of issues and status updates to various levels of management.

**Personal Attributes and Skills**

**Knowledge**:

- An understanding of mobile technology and systems
- MS Office
- Proficient in written and spoken English and/or Afrikaans

**Skills**:

- Time Management
- Telephone etiquette
- Communication
- Listening
- Conflict handling
- Soft-skills
- Report writing
- Technical skills

**Education and Experience**

**Essential**:

- Matric
- IT/Software qualification
- 1-2 years’ experience as a Support Analyst
- EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.