IT Service Analyst

Final interview stage - only interviewed candidates progressing

Overview of role

To lead and implement reporting processes and contribute to in-country problem management efforts and responsible for leading engagement with customers in matters related to service management.

Reporting: Technical Solutions Manager

Job description

Overall service availability
  • Proactivity in ensuring service uptime for all our customers.
  • Ensuring the right monitors are in place for all our customer services
  • Ensure proper hand over of projects between the Implementation Engineers and Service management team.
  • Ensuring timely response to customer issues and regular updates are sent to customers.
  • Responsible for service improvement deliverables as far as the customer is involved.
  • Ensure all tickets raised are closed.
  • Respond to escalation from the customer and/or support
Ticket recording and analysis
  • Analyze ticket information to review accuracy and correctness.
  • Provide feedback on areas of improvement to Incident management team.
Reporting and Correlation
  • Design of report templates used in service management.
  • Correlate report from different sources to provide unified report that is accurate.
  • Assess performance based on SLA.
  • To provide timely report.
  • Provide feedback and insight derived form report analysis and engagement with relevant teams.
Problem Management
  • Identify and log problems identified from reports
  • Assist the Implementation Engineers in fixing recurring problems where possible.
Report consumption and engagement
  • Training report user on how to use Service management reports
  • Engage with relevant technical resources on the client side for service-related issues.
  • Prepare Service Reports for the service management meetings with customers.
  • Ensure consumption of report by all stakeholder e.g. Client Engagement teams
  • Get feedback on report and performance from report users and customers

Requirements, Education and Experience

  • A first degree in an IT related field is desirable
  • A formal training in Customer service is an added advantage
  • Resilience and ability to respond to unexpected situations
  • A minimum of one years’ experience in the IT industry
  • Firm grasp of how the web works, networking, and software products
  • Problem analytical and troubleshooting skills
  • Good verbal and written communication skills
  • Linux OS skills
  • Relational databases skill e.g. MySQL
  • Good understanding of Object-oriented programming
  • Good understanding of the following programming languages Java, OOP PHP
  • Experience using Subversion for source code/resource control

Key Performance Indicators

  • Timely and accurate reports
  • Report consumption
  • Problem identification and Insights
  • Proper engagement processes with customers on service issues
  • Ensuring he business maintains SLA requirements as per existing contracts.

Company profile

A mobile commerce company that operates Africa’s number one mobile commerce network and aims to connect 100 million customers to its mobile commerce ecosystem. The company was founded in 2003 and has currently operations in Kenya, Nigeria, Tanzania, Uganda, Rwanda, Ghana, Zimbabwe, Mozambique, Malawi, Zambia, Botswana and every year moving into new countries. We are the mobile commerce partner of choice and our goal is to connect all of our corporate customers, including e.g. the top Pan African banks, various merchants, to the richest mobile commerce ecosystem in Africa, helping them provide better communication, and more services, and more value to their end consumers. We do that by providing services like mobile banking, mobile payments, music, information services and other mobile related services.



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Match criteria
  • Degree
  • Automation / IT / Internet
  • Telecom
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