Support Analyst at Blue Label Telecoms

Job Purpose

Responsible for providing front-line primary technical support to end-users on various technical issues and problems relating to hardware, software and peripherals.

Responsibilities

Technical Support

• Responsible for responding to, documenting and resolving service tickets promptly according to SLA
• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention
• Diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them within the appropriate technology structure
• Functions as the key contact for all requests from a broad range of users for technical support
• Provides consultation and support; communicates effectively to convey complex technical information
• Prioritizes and appropriately escalates issues to assure timely problem resolution
• Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures
• Suggests, tests, implements, and evaluates solutions
• Coordinates and interacts with other technology teams and functions as a liaison between the Service Management team, Technology and users to communicate end-user needs and ensure effective solutions are implemented
• Reviews user requirements and needs for software and services
• Performs related research and analysis and provides information and guidance to users
• Coordinates implementation, installation, and training
• Analyzes and resolves computer hardware, software and network issues, repairs user workstations and modifies configurations
• Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends and recommends solutions and resources
• Coordinates contact with vendors as needed to assist with support activities
• Actively participates in departmental, operations, and technical meetings to discuss and resolve user issues and implement new projects

Customer Services

• Establish and maintain a positive professional relationship with users
• Maintain regular and timely communications with customers
• Maintain strong working relationship with customers and team
• Work with customers to execute consistent service procedures throughout the enterprise
• Establish a single point of contact for issue resolution and change management
• Drive customer centricity

Work Collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from an effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions
• Collaborate with other leaders to deliver a superior end to end customer experience

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritize, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements:

Behavioural Competencies

• Ensures Accountability
• Plans and Aligns
• Decision Quality
• Tech Savvy
• Manages Complexity
• Optimizes Work Processes
• Customer Focus
• Instills Trust
• Cultivates Innovation
• Collaborates
• Situational Adaptability

Education

• Matric
• Tertiary qualification in Information Technology preferred

Experience

• Minimum 3+ years of related experience