Support Analyst - Sandton, South Africa - Blue Label Telecoms

Blue Label Telecoms

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

About Company

We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad.

Our users are rich, poor, urban and rural, and we allow hem all to interact and transact on an equal footing.

We reach them by using both physical and virtual distribution channels.

We target many of our services at people who do not have easy access to bank accounts, and we allow them the convenience of being able to transact where and when they want to.

Our good reputation is our license to operate.

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 factfinding 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 enduser 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 cooperation 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
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

Behavioural Competencies