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Technical Support Specialist

2 weeks ago

Centurion, Gauteng, South Africa Momentum Full time
Job Description

The role of an Operations Support Analyst at Momentum Group involves providing exceptional customer service and technical support to various stakeholders. This includes logging, classifying, and categorizing IT incidents and service requests using the Jira workflow source.

Maintaining the Operational Dashboard daily is crucial, ensuring all work is processed with accuracy and within agreed-upon service level agreements. The candidate must be responsible for First-level support of escalated incidents within the business, resolving issues accordingly or referring when required.

A strong understanding of the practice of obtaining requirements from users, customers, and other stakeholders is essential. Additionally, the ability to perform monthly and quarterly access control, health checks on daily processes, user access management, and tracking key performance indicators (KPIs) related to service desk performance are vital.

The ideal candidate should possess excellent verbal and written communication skills, able to interact professionally with a diverse group of executives, managers, and users. Advanced analysis skills and problem-solving abilities, along with attention to detail and ability to work independently, are necessary.