Operations Support Analyst (EDB)

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)