Problem Analyst
Permanent
Cape Town
Posted 3 years ago
You will work with the Problem Manager to manage Problem Investigations and route tasks to the correct individuals to ensure the work progresses. In this role you will provide Reactive and Proactive Problem Management support, respond to customer requests, progress problem tickets, resolve service issues and provide reporting.
Role Responsibilities:
- Administration
- Proactive Problem Management
- Reactive Problem Management
- Reporting
Delivery Responsibilities:
- Create Problem records.
- Defer Problems when necessary
- Assign tasks to Technical Analysts and coordinate root cause analysis.
- Communicate with the Change Manager when required
- Communicate with the Problem Manager.
- Communicate with stakeholders when required.
- Assign known errors to the Technical Analysts
- Prioritize and plan the investigation of known errors.
- Validate proposed solutions to known errors.
- Validate that a Problem is solved.
- Close Problems and communicate with stakeholders.
- Compile RCA documents
Key Performance Indicators:
- Problem Progression.
- Customer Satisfaction and Relationships.
- Customer Service Improvements.
- ISO 270001 and 20000 Compliance.
- Ticket Management Disciplines and SLA’s.
- Timesheet Completion Quality.
- Any added goals.
Qualifications:
- Grade 12
- ITIL Foundation qualification
Deadline for applications is 2022/04/30
For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za
Job Features
| Job Category | Information Technology |