Lulalend is hiring a
Helpdesk Analyst

Summary

The Helpdesk Analyst at Lula is responsible for incident management, service request management, change management, problem management, vendor management, and cross-department collaboration. The ideal candidate should have a Matric certificate or equivalent, general knowledge of IT, experience with ITIL, ITAM, ITSM tools and processes, and certifications with ITIL are beneficial.

Requirements

• Matric certificate or equivalent
• General knowledge of and interest in IT or Managed Services essential

Responsibilities

• 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

Preferred Qualifications

• 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
• Certification with ITIL beneficial
• Experience with Microsoft Entra ID, Google Workspace, Jira and Slack beneficial

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave