Operational Support Analyst at Momentum Metropolitan Holdings Limited

Role Purpose    

• Provide support system and product support to various stakeholders to enhance the overall client experience.

Requirements    

• Matric
• Relevant IT qualification is required
• Background in general controls and application controls
• Some experience in IT support or customer service is preferred
• 12 months IT experience

Duties & Responsibilities    

• The Main workflow source will be Jira, (others will be email/telephone however a Jira must be created at all times)
• Log, classify, and categorize IT incidents and service requests
• The Operational Dashboard must be maintained daily
• All work on the dashboard must be processed with accuracy and within the agreed service level agreements
• Logging of time, adding of comments and re-assigning of Jira's
• Responsible for First level support of escalated incidents within the business
• Resolve incidents accordingly or refer when required
• Provide feedback on progress of all tasks to applicable stakeholders
• Report any system/process/human errors to the correct audience
• Develop and maintain effective relationships with all stakeholders in areas of responsibility
• Ensure agreed upon client expectations for technical solutions and operational support
• Understand the practice of obtaining the requirements of a system from users, customers and other stakeholders

Operational support and monitoring

• Perform monthly and quarterly access control
• Perform health checks on daily processes with regards to scheduled jobs and correspondence queues

User Access

• Provide exceptional customer service, ensuring queries and complaints are resolved efficiently
• Route unresolved issues to higher-level support when necessary

Other Duties include:

• Compile and maintain process documents
• Perform needs analysis for system and/or process enhancements
• Maintain and update knowledge base articles to improve self-service capabilities.
• Track and report on key performance indicators (KPIs) related to service desk performance, such as first-call resolution rate and customer satisfaction.
• Process, Systems Support and Maintenance:
• Provide ongoing support on applicable systems and processes
• Manage associated errors, exceptions, and new requirements
• Log system errors and problems and the resolution thereof
• Test and implement new versions of various applications and systems
• Participate in preventative maintenance
• Perform monthly and Quarterly user access controls

Competencies    

• Experience in administration
• Ability to successfully engage in multiple initiatives/projects simultaneously
• Ability to achieve excellent results under challenging time constraints
• Understanding of business, process and technology -- and their inter-relationships
• Excellent verbal and written communication skills
• The ability to interact professionally with a diverse group of executives, managers, and users
• The ability to operate in a mixed Business and IT environment
• Initiative and questioning of the status-quo is encouraged
• Customer service orientation, demonstrating empathy and patience
• An advanced understanding of technical processes and environments
• Advanced analysis skills and problem solving ability
• Attention to detail
• Ability to work independently
• Ability to work under pressure
• Ownership and Accountability
• Time management and organizational skills
• Ability to learn quickly and adapt to new technologies

Closing Date    

• 2026/03/15