Job title: Helpdesk Analyst
Reporting to: Technical Support Manager
Location: Cape Town
ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS WHAT WE DO Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow.
Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.
If you're looking for a new place to call 'home' that believes in the potential of the broader SME landscape in South Africa and a place where you'll work with awesome people - then Lula's the place for you!
We're making business banking fast, human, Lula! OUR VALUES Collaborative - we're a clan and work together as a team, always towards a common goalCommitted - we're accountable and follow through no matter the challengeCurious - we look for better ways to do things and make a positive differenceConnected - we stay close to, learn from and look to understand each other and our customersCompassionate - we go out of our way to care about our colleagues, our customers and our communityOVERALL PURPOSE The Helpdesk Analyst will serve as the Single Point of Contact for technical issues, providing assistance to our internal users and escalating issues to relevant resolver groups and vendors.
This role requires a blend of technical expertise, customer service skills, and problem-solving abilities to ensure timely and effective resolution of queries and incidents.
The Helpdesk Analyst will play a crucial role in maintaining the productivity of our company by addressing technical needs promptly and professionally.
Responsibilities include but are not limited to: Incident Management – Impact analysis, categorisation, and remediation of Incidents.Service Request Management - Facilitation and fulfillment of Service Requests.Change Management - Facilitating the creation and life cycle of Change Requests.Problem Management - Grouping of recurring or high impacting Incidents for Root Cause Analysis and related risk assessments.Vendor Management – Escalating issues to, and following up with our vendors as required.Monitoring, tracking and reporting of our internal, resolver and vendor Service Level Agreements, escalating breaches promptly.Facilitate cross-department collaboration on ticket status and progress.Raise awareness of high priority issues to resolver groups, senior management and stakeholders.Manage hierarchal and functional escalations to ensure issues are addressed promptly.Committed to continuous improvement.THE COMPETENCIES WE'RE AFTER Quick learnerAbility to work collaborativelyHigh attention to detailHighly organisedSelf-motivatedCustomer service orientatedHighly credible and trustworthyOpen and honestStrong planning skills and ability to prioritiseAdaptable and flexibleResilient to change and ambiguityTHE SKILLS AND EXPERIENCE WE'RE LOOKING FOR Matric certificate or equivalentGeneral knowledge of and interest in IT or Managed Services essentialA go-getter with a hunger to learnAbility to effectively engage with stakeholders across various departments and levelsAbility to adhere to and suggest improvements on processesExcellent communication and presentation skillsExperience with ITIL, ITAM and ITSM tools and processes essentialCertification with ITIL beneficialExperience with Microsoft Entra ID, Google Workspace, Jira and Slack beneficialPlease note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks.
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