Job Title: Incident Analyst
Position Summary:
The Incident Analyst plays a crucial role in maintaining Service Level Agreements (SLAs) by monitoring ticket movement, ensuring conformance to customer requirements, and proactively addressing tickets at risk of breach. This role involves collaboration with Service Desk Interns, Systems Technicians, and Systems Engineers to flag and address breaches, as well as reviewing and collating data for SLA reporting.
Key Responsibilities:
Ticket Monitoring and Conformance Management (30%)
- Monitor ticket movement, identifying tickets approaching or breaching SLAs.
- Flag breaches to relevant teams and team leaders for prompt resolution.
- Regularly review tickets and cases for adherence to logging protocols.
- Compare customer call records against internal records and escalate/resolve discrepancies.
- Review audit reports to identify gaps in processes and inadequate data capture.
- Spearhead call interventions by identifying trends and contributing to protocol refreshers and training.
Reporting (25%)
- Synthesize reports following internal protocols and branding guidelines.
- Compile and disseminate daily missed SLA reports to Team Leaders, Service Desk Managers, and Head of Department.
- Publish periodic pending upliftment reports to the management team.
- Provide daily updates on open tickets to customers.
- Collate SLA reporting for corporate clients.
- Supply internal reports as requested.
Customer Service and Service Level Validation (20%)
- Ensure accurate and time-bound client feedback.
- Maintain clear, tactful, honest, and professional client engagement.
- Assess SLA conformance against contractual obligations for Line 1 and Line 2 teams.
- Contribute to service validation and sign-off reports.
Effective Teamwork and Self-Management (20%)
- Collaborate efficiently within a team to achieve common objectives.
- Demonstrate adaptability in harmonizing personal goals with organizational requirements.
- Stay informed about technical and industry shifts for career development.
- Skillfully plan, oversee, and address challenges in personal workflow, meeting goals and commitments within agreed timeframes.
Policies and Procedures (5%)
- Adhere to Stowe’s company policies, procedures, code, and regulations.
- Conform to reasonable instructions from employees in authority.
- Familiarize yourself with relevant policies and procedures.
- Consistently apply internal procedures.
Competencies / Skills Required
- Attention to detail.
- Prioritizing.
- Agility.
- Initiatives and self-motivation.
- Interpersonal relationships.
- Professionalism.
- Good written and verbal communication skills.
- Good time management.
- Technical skills.
Minimum Requirements
- Matric.
- MS Excel and MS Word, intermediate/advanced.
- Investigations certificate.
- 2-3 years’ experience within a technical support/customer service call center environment.
Job Type: Full-time
Pay: R8 000,00 - R9 500,00 per month
Education:
- Certificate (Preferred)
Experience:
- quality assurance: 2 years (Required)
- call centre: 3 years (Required)