ROLE PURPOSENexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa's transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journeyOur established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.?At Nexio, we have identified five major reasons why our people want to work for us:?They get rewarded for their efforts?They have opportunity to work with high energy team ?They form part of the Vodacom/Vodafone Group ?There are opportunities to grow their careers?They build trust and Lead with a competitive culture.???The Service analyst is allocated to provide a supporting function with the analytical services that are required by the Service Manager to support its allocated customer base.The Service Analyst is responsible for analysing and improving the delivery of services within the organization. This role involves collecting and interpreting data, identifying trends, and working with various departments to ensure that service levels are maintained or improved.ROLE REQUIREMENTEscalate Service Agreement breaches within this section to the ManagerCoordinate service development with other departments when neededEngage with other departments to keep an up-to-date view on their objectives and activitiesIdentify improvement opportunities to processes and systems within the departmentHelp the Service Manager build the business case for an enhancement request and SIPsFollow the Service Management process, procedures and work instructionsIdentify opportunities for improvementObtain the technical and organizational knowledge required to perform the activitiesKeep informed proactively of current and past Incidents, Problems and Known Errors related to SLAsSeek communication with peer Service Management Business AnalystsBe informed of the objectives and activities of the various support groupsCoordinate Service development with other sections and/or departmentsUnderstand the process, procedures and work instructionsUse the process, procedures and work instructions as designedGenerate and compile monthly performance reports according to Vodacom Business standards and templates on a weekly, monthly and quarterly basisPerform detailed investigations for SLA breachesAssist with Failover TestingAssist with responding to RFPsEnsure all customer reports and documentation are stored on SharePoint in the Customer folder?.Ensurethat service reports are produced for each customer service by the 7th of each month and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPs).Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressedAnalyze monthly reports and make recommendation when SIPs are requiredEnsure all customer reports and documentation are stored on SharePoint in the Customer folderExecute and Monitor processes that fall within their scope rolePROFESSIONALCOMPETENCIESAbility to evaluate information critically and make informed decisions.Skill in synthesizing information from various sources to draw conclusions.Commitment to delivering high-quality service and maintaining customer satisfaction.Ability to handle customer inquiries and issues professionally and efficiently.Ability to adapt to changing priorities and work environments.Openness to learning new tools, technologies, and methodologies.Ability to manage multiple tasks and projects simultaneously.Strong organizational skills to prioritize work and meet deadlines.Ability to work effectively with cross-functional teams.Strong interpersonal skills to build relationships and collaborate with colleaguesAbility to identify root causes of issues and develop effective solutions.Creative thinking in addressing challenges and optimizing service delivery.QUALIFICATIONS & EXPERIENCEAt least 2 years' experience in collecting and analyzing complex data and generating presentable reportsUnderstands how his or her specific role fits in with the overall Service and Service LifecycleMust be an effective communicatorIs a respected member of a department who can combine daily departmental activities with the coordination roleKnows how to 'get things done' with professionalismHas knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems.ITIL Foundation CertificateProficiency in Microsoft Word, Excel and PowerPoint
