Operations Support Agents

Reference: 1703-OSA This position is part of the 24×7 Service Management Centre, responsible for the management of services provided to our high-end clients across the world. The role is dynamic and offers a blend of technical and business experience.

Duties and Responsibilities include:

  • Live monitoring of remotely installed application systems.
  • Serve as primary responder for all customer related issues and requests, monitoring the progress of events and acting as a single point of contact for customers and partners.
  • Work with technical teams and third party providers to resolve issues within specific service level agreement times.
  • Analyse data and trends from various sources.
  • Implement changes to the administration system following detailed data analysis.
  • Produce, maintain and update internal reports as required.
  • Developing processes and identifying opportunities for efficiency and automation.
  • Gathering and analysis of market intelligence.
  • Interact directly with clients and provide the necessary support.

  Requirements

  • Ability to work on a 24×7 shift basis in a Service Management Centre.
  • Ability to excel in a team-oriented environment.
  • Technical experience would be desirable.
  • Strong analytical and detail-oriented aptitude with a high degree of accuracy.
  • Excellent communication and organizational skills.
  • Ability to manage time effectively, set priorities and meet deadlines.
  • Ability to learn and adapt to change.