ITSD Data Scientist (Advanced) 0522 - Pretoria
Mediro ICT Recruitment
Our client in Pretoria is recruiting for ITSD Data Scientist (Advanced) to join their team. Confirm and validate all data sent to us by our provider, including SLA Restatement documents, Interaction Data, Ticket Data, Assign back analysis, and Ticket quality. Identify opportunities for improvement, be it via processes or identifying potential problems with service delivery. Identify and solve backend database issues with the reporting data and validate any changes made by 3rd parties. Provide data on the number and types of incidents reported to the IT Service Desk, categorising incidents based on priority, impact, and resolution time. Report on the performance of the service desk in meeting SLAs, such as response time and Routing Quality targets. Report on overall customer satisfaction levels, highlighting areas for improvement. Track and report on recurring or major incidents, identify root causes, and propose long-term solutions to prevent similar incidents from occurring. Analyse the usage and effectiveness of the knowledge base, including the number of knowledge articles created, views, and feedback from users. Identify and report on recurring trends or patterns in incidents or service requests, helping to proactively address common issues. Report on various operational metrics such as resource utilisation, average handling time, first-contact resolution rate, and escalations, which help monitor and optimise the performance of the IT Service Desk. Data analytics including but not limited to Power BI and QlikView. Business analysts type qualification. ITSM (IT Service Management). IT Operations Frameworks (E.g., ITIL). IT Service Delivery Management. Project Management. DevOps. Agile Methodology. JIRA & Confluence. Service Desk Methodology. Team management and steering for SLA and KPIs. Technical experience with Data and Analytics (E.g. QlikView). Office 365. 2 years of experience in reporting and data analysis. Experience with SQL and database management. Advantageous Skills Requirements: Two years of IT related working experience in service desk or control centre environment. Information Technology Qualification (Advantageous, but not a pre-requisite). Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Salary Market Related
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