Problem Analyst - Cape Town, South Africa - CME Recruitment

CME Recruitment
CME Recruitment
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
CALL CENTRE/HELP DESK ENVIRONMENT


CAPE TOWN

Purpose:

The purpose of the job is to provide a technical expert layer to resolve technical faults escalated to the Problem Management Department in accordance with ITIL processes.

The Problem Analyst is responsible for identifying root-causes for escalated problems and to provide work-arounds and permanent solutions to eliminate such faults.


Minimum requirements:

  • Matric
  • 3-5 Technical/Investigation
  • National Diploma in IT or equivalent
  • Full understanding of Data and statistical analysis techniques
  • A proven track record of driving root cause analysis to conclusion

Responsibilities:

  • Provides best-possible customer-service at all times
  • Professionally responds to and assists with all customer queries
  • Process Problem-escalations in accordance with documented processes for the purpose of identifying root-causes and providing work-arounds and/or permanent resolutions
  • Monitor time spent on problem-resolution to ensure solutions (own or other entity) are achieved within contractual service-level obligations
  • Act as expert-consultant to internal & external queries and requests for assistance
  • Proactively share skill
- & knowledge-levels with internal structure to raise overall knowledge
- & expertise-levels
  • Ensure that resolutions are documented in sufficient detail to be able to meaningful contribute to the Known Error Database (KEDB)
  • Perform research and continued effort towards education for the purpose of improving knowledge
- and experience-levels in the products supported by the company


Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)
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