**Main Purpose of the Role**:
The Service Analyst for Service Level Management of DFSC provides support and assistance to the Service Level Manager in delivering IT Services to the stakeholders effectively.
**Key Responsibilities**:
- Monitoring service levels and operational level agreement to ensure that the high level of service is provided day to day.
- Gather and maintain record of reports for SLA, OLA and other supporting KPI.
- Keeping up to date with the service level reports and progress.
Act as a backup of the Service Level Manager as necessary.
- Adhere to group standards and monitor compliance across the group.
- Prepare on-demand service level reports and perform administrative tasks to support day to day service management operations.
**Key Requirements**:
**Education**:
- Graduate of any IT related course
**Skills**:
- Can adapt in a fast-paced environment.
- Can work independently with mínimal direction.
- Can work with management.
- Has high attention to detail.
- Has the ability to follow-up and evaluate tasks delegated to other staff members.
- Has the ability to influence and convince others to discuss and reach an agreement.
- Has the ability to maintain focus in providing effective performance even under pressure.
- Has the ability to multi-task.
- Has the ability to present a strong, professional and positive image which inspires confidence and respect from others.
- Has the ability to work well with others.
- Must be able show initiative and flexibility to tackle tasks.
- Must be able to adhere to standards & procedures and maintain confidentiality.
- Must be able to decide what steps are needed to achieve particular goals.
- Must be able to gather information systematically to establish facts & documentations.
- Must have a good sense of ownership and commitment towards work.
- Must have Good analytical and critical thinking skills
- Must have strong verbal and written English communication skills.
- Must have the determination to get things done.
Make things happen and constantly looking for better ways of doing things.
**Role Specific Technical Competencies**:
**Key Behavioral Competencies**:
- We put our customers first... always.
- We respect each other.
- We care passionately.
- We do the right thing.