Analyst (Technical) - Discovery Life (Sandton) at Discovery Limited

Key Purpose

Provide technical support to our user base by analysing the issues reported, provide timeous and appropriate resolution and perform hierarchical escalation of unresolved tickets or complaints.

Areas of responsibility may include but not limited to

• Acknowledgement of all incoming contact Incidents and Requests in line with agreed SLAs.
• Accurate logging of all incoming contacts in the mandated Service Management Tool.
• Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
• Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
• Performing second line resolution of incidents passed on by 1st line support
• Provide support and guidance to 1st line support on escalated queries.
• Liaise with the development team in investigating issues that are not resolved on 2nd line
• Monitor resolution progress, provides updates on contacts when required and escalates if they are urgent or have breached agreed SLA.
• Monitor and manage all group nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
• Provide appropriate input to the Knowledge Base.
• Perform afterhours support during billing times on a rotational basis
• Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Management tool.
• Acknowledge any Complaint and attempts to provide a resolution and execute hierarchical escalation where necessary to ensure the complaint is resolved.

Personal Attributes and Skills

• Attention to detail.
• Sense of urgency
• Tenacity
• Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
• Empathy
• Strong verbal and written communication skills.
• Strong technical competencies.
• Able to work in a highly pressurized environment with high volumes.
• Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution
• Cultural diversity conscious.

Education and Experience

• Matric
• A+, N+, MCSE
• ITIL Foundation
• Diploma in Information Technology Advantage
• Previous Desktop/Technical support Experience