Problem Analyst

6 days ago

Johannesburg, South Africa Job Crystal Full time

**Problem Analyst**

Employment type: Permanent

**Salary**: Market related

Location: Free State/Gauteng/North West/Western Cape, South Africa

Job Functions: IT Support

Industries: IT Services

**SPECIFICATION**

An IT solutions company are looking for a Problem Analyst to work with the Problem Manager to manage Problem Investigations and route tasks to the correct individuals to ensure the work progresses. In this role you will provide Reactive and Proactive Problem Management support, respond to customer requests, progress problem tickets, resolve service issues and provide reporting.

**DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO**:
Administration
- Comply with Company codes of conduct, policies, procedures, processes, directives, and productivity management working practices.
- Understand and comply with all Customer and Company procedures and directives.
- Attend Corporate, team & customer meetings when requested by the Team Leader / Problem Manager / SOC Manager / Remote Services Management.
- Update the Known Error log / fix database.
- Identify and provide input into agreed Risk register.
- Administer Problem Management Mailbox.

Proactive Problem Management
- Proactively identify and manage the resolution of recurring problems through effective trending and root cause analysis.
- Identify opportunities to improve the service across the IT estate.
- Document recommendations for any Service Improvement Plan for the client or the company.

Reactive Problem Management
- Host Problem Meetings on behalf of Company Problem Management Team if required.
- Monitor and update the problem database by raising Problem records and owning until closure.
- Escalate to the Problem Manager issues which are likely to impact the customer that have not already been highlighted through the normal escalation process.
- Attend or host Problem reviews when requested by the Client or company and ensure any actions assigned to Problem Management during the review are completed to the agreed timescales.

Reporting
- Produce client reporting to the agreed contractual timescales.
- Provide ad-hoc and routine Problem Management reports to the agreed timescales

**REQUIREMENTS**
- Grade 12
- ITIL Foundation qualification
- Previous established experience in a Problem Management or similar role

Additional Skills/Attributes:

- Advanced Microsoft Excel experience, specifically data interpretation
- Good understanding of IT infrastructure
- A high command of the English language both written and verbal is essential.
- Self-motivated with the ability to work unsupervised.
- Attention to detail
- Punctuality
- Excellent verbal and written communication skills
- Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease
- Possess proficient analytical and decision-making skills
- Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns
- Proficient relationship building skills - predict customer behavior and respond accordingly
- A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations
- Good communicator with the customer environment
- Dynamic but aware of the views and feelings of others
- Able to operate as a good team player
- Drive and Energy
- Demonstrate clear purpose, enthusiasm, and commitment

**Job Types**: Full-time, Permanent

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