Job Description

Department:

Service Desk

Reports to:

Support Team Leader

Location:

Onsite

Job Type:

Permanent

Job Purpose

The Missed SLA Analyst is responsible for identifying, analysing, and reporting on service tickets and their respective SLA (Service Level Agreement) timelines. This role plays a critical function in ensuring service excellence by highlighting SLA breaches, conducting root cause analysis, and delivering strategic insights to improve performance. The analyst will generate accurate, timely reports and support service recovery efforts by working closely with technical teams and service desk personnel to resolve outstanding issues and uphold SLA commitments.

Key Responsibilities

1. Ticket Monitoring and Conformance Management (30%)

Track and investigate tickets breaching SLA across all service lines. Perform root cause analysis and categorize issues (e.g., system delays, resource constraints, mis-routing). Escalate breaches to relevant teams and ensure accurate ticket updates (e.g., cause codes, resolution notes). Support development of action plans to address recurring breaches. Assist with QA by validating ticket logs for compliance and clarity. Monitor and report on trends including: Missed SLAs Incorrect/missing data Breach alerts Ticket volumes False breach cases Recalculation requests "SLA of doom" trends and anomalies

2. Reporting and Data Insights (30%)

Produce daily, weekly, and monthly reports segmented by team, department, or SLA priority. Deliver actionable insights to improve performance and prevent recurring issues. Create visual summaries to support operational and leadership reviews. Collaborate with reporting and development teams to ensure consistent SLA definitions and reporting accuracy. Monitor recalculations, exceptions, and false breaches that may skew performance metrics.

3. Service Improvement and Collaboration (20%)

Work closely with Service Desk Leads, Team Leaders, and Technical Managers to resolve systemic SLA issues. Contribute to continuous improvement initiatives with data-backed recommendations. Participate in incident reviews and SLA audits. Track and report on effectiveness of implemented improvements.

4. Stakeholder Communication and Escalations (10%)

Maintain ongoing communication with internal stakeholders on SLA performance. Escalate repeated or high-priority breaches with contextual data and recommended actions. Prepare content for customer reports when SLA breaches affect contractual obligations. Ensure all communications are professional, data-driven, and well-documented.

5. Policies and Procedures (5%)

Adhere to company policies, procedures, and codes of conduct. Follow reasonable instructions from leadership outside of the direct job description. Stay up to date on all relevant operational procedures.

Competencies and Skills Required

Strong attention to detail Ability to prioritise and work independently Agility and adaptability in fast-paced environments Initiative and self-motivation Professionalism and effective interpersonal relationships Excellent verbal and written communication skills Strong time management Technical and analytical proficiency

Minimum Requirements

Matric / Grade 12 Investigations certificate Intermediate to advanced proficiency in MS Excel and MS Word 2-3 years' experience in a technical support or customer service call centre environment Solid understanding of SLA frameworks, ITIL principles, and incident management Proficiency in data analysis tools (e.g., Excel, Power BI) Familiarity with service management platforms (e.g., Service Now)
Job Type: Full-time

Pay: R7000,00 - R9000,00 per month

Work Location: In person

Application Deadline: 2025/04/24