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 goal
Committed - we're accountable and follow through no matter the challenge
Curious - we look for better ways to do things and make a positive difference
Connected - we stay close to, learn from and look to understand each other and our customers
Compassionate - we go out of our way to care about our colleagues, our customers and our community
OVERALL 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 learner
Ability to work collaboratively
High attention to detail
Highly organised
Self-motivated
Customer service orientated
Highly credible and trustworthy
Open and honest
Strong planning skills and ability to prioritise
Adaptable and flexible
Resilient to change and ambiguity
THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR
Matric certificate or equivalent
General knowledge of and interest in IT or Managed Services essential
A go-getter with a hunger to learn
Ability to effectively engage with stakeholders across various departments and levels
Ability to adhere to and suggest improvements on processes
Excellent communication and presentation skills
Experience with ITIL, ITAM and ITSM tools and processes essential
Certification with ITIL beneficial
Experience with Microsoft Entra ID, Google Workspace, Jira and Slack beneficial
Please 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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