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Operational Support Analyst

Vacancy Details

Reference No.



An established financial services group is currently looking for an individual to assume the role of Operational Support Analyst. The successful incumbent will be responsible for performing effective first line support to business user queries and incidents as well as ensuring that Incidents are logged through the incidents management system and that calls are received via a call center timeously.


  • Collaborate and work with the organisations IT division teams to deliver required service levels.
  • Ensure effective relationships and management of Service Level Agreements with clients.
  • Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
  • Share and transfer product, process and systems knowledge to colleagues.
  • Actively share information with other team members regarding successes, issues, trends and ideas.
  • Actively participate in own professional development and career path.
  • Work collaboratively with stakeholders to provide outstanding, effective and efficient services.
  • Drive continuous improvement of business processes.
  • Provide input to minimise the number of recurring issues by performing effective trend analysis.
  • Participate in the identification of process issues.
  • Conduct after hours support and assistance where required.
  • Efficiently and effectively manage and resolve Operational Support issues within prescribed Turnaround times.
  • Troubleshoot system problems, diagnose and solve Incidents/problems.
  • Provide solution(s)/work around(s) to incidents and problems.
  • Prioritise and manage several open cases and mini projects at one time.
  • Be aware of and actively participate in system change management process.
  • Provide input to process changes.
  • Assisting in pre-production release testing.
  • Post production release support.


  • Matric with mathematics or equivalent at NQF level 4.
  • Degree / Diploma in Business Analysis or IT (or studying towards).
  • At least 4 to 5 years' experience in the Employee benefits insurance industry.
  • High Standard of Incident management.
  • Software testing experience (advantageous).

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.

Position Type


Work Level



Market Related


Banking/Finance And Investment

Salary Type



Cost To Company

Affirmative Action


Geographic Location

Western Cape - Cape Town CBD