Helpdesk Analyst

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 is 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