Support Service Level Analyst

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

The Support Service Level Analyst is the entry level position in the Service Analysis and Improvement Job Family. They support the Service Level Management process within Dimension Data and work closely with the Service Delivery Management team operating in medium complexity environments.

The primary goal of the Support Service Level Analyst is to assist with the provision of analytical and specialized client service analysis and administrative functions through management and client performance reporting within an agreed timeframe or upon request ensuring that all requests meet or exceed the client or business expectation.

**Working at NTT**

**Service Level Agreements**

They assist with the delivery of an agreed level of IT service as contained in the Service Level Agreement with the client. In so doing, they ensure that all operational services and their performance are measured in a consistent, professional manner throughout the IT organization, and that the services and the reports produced meet the needs of the business and customers.

These individuals understand the Service Level Agreement (SLA) and the groups responsible for delivering against the SLA. Their understanding of the SLA enables them to define service improvement initiatives and communicate these to the relevant Service Delivery Manager.

**Conduct service analysis**

Support Service Level Analysts analytically assess the environment (people, process, calls, etc.) to determine trends and problem areas. They take responsibility for resolution of client issues through problem and trend analysis. Their assessments and analyses allow them to consistently provide proactive input to the business that will anticipate and identify potential problem areas. He/she interacts with other departments and support groups to resolve problems and complete reports.

Maintaining high levels of client service means that the Support Service Level Analyst has to obtain training in the production and analysis of the reports being produced by Service Providers. They assist with the documentation of training material to be used to educate the Service Improvement Team in the production of and publication of reports.

**Produce and use reports**

Support Service Level Analysts assist with the analyses of schedule deliverables to ascertain which reports are being produced by the current incumbent Service Provider. They also analyse which reports are not being produced. They use the information contained in the schedules to identify and document mechanisms which must be used to request, produce and deliver ad hoc reports.

Furthermore, they assist with the identification of sources of data for existing and new reports. They propose reporting templates based on reporting descriptions contained in the schedule and consults with the client for each of the new reports. They ensure that access to data sources is setup in order to produce reports.

They work closely with the Service Level Analyst and internal clients in defining what would add value to existing reports and discuss the structure required. They assist with daily, weekly and monthly extracting and compilation of reports and statistics relating to the SLA and operations incidents and provide this feedback at various business review forums. Support Service Level Analysts assist with the development of detailed statistical adhoc and periodic reports and may be required to present the information to management and clients as required.

Support Service Level Analysts ensure that data published is unchanged from creation to reception. They enable valid business decision making by ensuring that the data published is valid, accurate and correct.

They act with integrity and ensure that all data that is extracted and published is treated as confidential. They perform integrity and quality analysis on data prior to publication, ensuring that business standards and client expectations are being maintained.

**Ensure client satisfaction**

The Support Service Level Analyst understands the business needs and expectations and consistently delivers a quality service. They have excellent client service orientation. They demonstrate problem analysis and solution formulation ability.

**Behavioural skills**

They are presentable, proactive and are able to work with a variety of stakeholders. These individuals are meticulous and have good re