Operations Support Analyst at Momentum Metropolitan Holdings Limited

Requirements

Experience and Qualifications

• 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

Daily duties

• 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