Job Description

As an Operations Support Analyst, you will:

• Provide technical support to end users on various technical issues and problems relating to hardware and software.
• Responds, documents, resolves or escalates incidents, change request or service tickets in a timely manner in accordance to Service Level Agreements.
• Uphold the service level requirements and strives for continuous service improvement by providing quality technical support to end users.
• Might be required to be on standby with on-call availability, varied shifts including nights, weekends and holidays.
• Able to identify interdependencies when analysing problems and developing creative solutions with supervision.
• Displays a sound judgement when making decisions and demonstrates initiative when situation calls for action.

EXPERIENCE AND SKILLS NEEDED

• Diploma from a recognized polytechnic (preferable IT related)
• Prior experience in technical support and usage of ticketing systems
• Excellent interpersonal and communication (verbal and written) skills with demonstrated customer service mind-set and ability to engage multiple stakeholders
• A team player
• Resourceful, adaptable and able to work with minimal supervision. Proactive and self-motivated with the ability to focus on priorities and deliver in a fast-paced environment
• Internet-savvy and proficient in using MS Office, especially Outlook, Word, Power Point and Excel
• Basic knowledge of Atlassian JIRA, preferably also with knowledge of Confluence (Value Added Service)

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