Service Desk Workflow Systems Analyst

2 days ago

Sea Point, South Africa RSAWEB Full time

Established in 2001, RSAWEB is a fast-growing and highly innovative Internet Service Provider. We specialise in Cloud infrastructure, Enterprise Connectivity, Mobile Data Management, Fibre To The Home and Fibre To The Business. Our focus is on helping customers succeed online by leveraging technology to increase revenue, manage risk and contain costs.

Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

**Job Duties**:

- Analyze current business processes and workflows and make recommendations for improvement based on industry trends and professional business knowledge
- Document, audit and automate according to business needs.
- Improve training and operational procedures within the business to increase efficiency and productivity
- Work directly with stakeholders to understand the individual needs of the business
- Oversee implementation projects from beginning to completion
- Use a variety of data analysis and organization tools to discover the most impactful insights
- Report common patterns, questions, and other issues to management.
- Assist with incident management (internally) for Product Critical Incidents.
- Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
- Set specific customer service standards
- Establish best practices through the entire technical support process
- Responsible for the management, upkeep and development of the CRM system
- Vendor Management
- Collaborate with Customer Service Manager and cross-functional departments.
- Establish specifications for new projects by developing project goals, phases, and budgets.

**Requirements**:

- Completed bachelor's level qualification in Business, Computer Science or similar.
- At least 3 years in a similar role.
- At least 5 years' experience in a Service Desk Environment.
- Ability to work in a collaborative environment.
- Excellent interpersonal and communication skills.
- Highly analytical mindset.

**Company Benefits**:

- Medical Aid (Discovery)
- Reduced Gap Cover Rates (Turnberry Premier)
- Retirement Annuity Contribution (Allan Gray)
- Medical Insurance (Momentum - Health4Me)
- Discounted Internet Connectivity
- Free Employee Wellness Programme (ICAS)
- Team Buildings
- Exposure to latest industry technologies and standards
- Lastly, a work environment that rivals the very best

Ability to commute/relocate:

- Sea Point, Western Cape: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelors (preferred)

**Experience**:

- Workflow Analyst: 3 years (preferred)
- Service Desk: 5 years (preferred)

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