Service Delivery Analyst

Roles and Responsibilities:

  • To handle the day to day customer support, operational functions and goals using the available resources via the most efficient, effective and great integrity methodology.
  • To ensure that the standard operational procedures and handling processes are followed closely in accordance to the compliance requirements.
  • Ensuring the subscribing members is abiding to the Subscribers Agreement in their daily usage of bureau suite of services by conducting data integrity checks.
  • To perform User Acceptance Test (UAT) to any system deliverables and/or data patches prior to production roll out.
  • Follow directions set for department by delivering company expectations.
  • Provide support to Head, Service Delivery to define scope of projects/services, and plans for human, technical, and financial resources so as to provide an integrated framework in which goals may be achieved.
  • Close supervision involving detailed instructions and regular monitoring on work performance.
  • Contributes to the completion of milestones associated with specific projects.
  • Builds knowledge of the organization, processes and customers.
  • Communication involves obtaining or providing information requiring little explanation or interpretation.
  • Contacts are primarily within immediate work unit.
  • Ensures all tickets are logged in ticketing tool.
  • Ensures adherence to IT service management processes for Decision Edge
  • Assist in meeting SLA for the Decision Edge.
  • Perform other duties as required.

Qualifications:

  • University degree with emphasis in business or finance management or equivalent
  • Preferably with at least Service Delivery / Help Desk experience
  • Excellent communication and work management skills
  • Detail oriented with analytical and problem solving abilities
  • Candidate should also have project management experience and possess strong customer service skills
  • Experience in establishing standard processes, documentation, and conducting User Acceptance Test will be an advantage
  • Process oriented and carries great integrity in his role
  • Well versed in MS Office application

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