PURPOSE OF THE JOB:
Assist with managing technology user expectations and fulfilling and/or remediating service support requests according to defined service levels.
DUTIES AND RESPONSIBILITIES OF THE JOB:
- Support technology service support peers to ensure the fulfilment of committed technology user/customer service and/or incident request outcomes within defined service levels.
- Collaborate with team members to troubleshoot and resolve technical issues users report.
- Assist in prioritizing and managing service requests and incidents to meet service level agreements (SLAs).
- Document and update knowledge base articles to facilitate efficient problem resolution.
- Participate in team meetings and training sessions to enhance technical skills and knowledge sharing.
- Contribute to the definition and execution of standards and procedures aligned with management and enterprise operating standards.
- Ensure service desk operations comply with organizational policies and regulatory requirements.
- Assist in monitoring service desk performance and outcomes.
- Support procedures to ensure data security, confidentiality, and integrity.
- Build and maintain strong relationships with users/customers through proactive communication and relationship building.
- Inform users/customers about the progress and status of their service requests, ensuring transparency and effectively managing expectations.
- Gather user feedback, address concerns promptly, and identify opportunities for service improvement.
- Serve as a primary point of contact for users, ensuring clear communication and understanding of service expectations and deliverables.
- Foster a customer-focused approach within the team to enhance overall customer satisfaction and trust in IT services.
- Collaborate with users to elaborate and document service and/or incident requests in business terms, ensuring clarity and alignment with their needs.
- Ensure that service and/or incident requests are accurately captured and understood to facilitate efficient resolution and customer satisfaction.
- Assess the business impact and risk based on the definition of the service request provided by the user.
- Identify, confirm, and record the impact and risk associated with service and/or incident requests.
- Manage service and/or incident request prioritization according to established standards and procedures.
- Determine the priority level for service requests based on agreed impact, risk assessment, and defined service levels for operational efficiency.
- Coordinate with internal and external service delivery partners to ensure service request outcomes meet agreed service levels.
- Monitor and track service desk activities, including incident resolution and service requests.
- Communicate progress updates to stakeholders and address any delays promptly.
MINIMUM REQUIREMENTS:
- National Senior Certificate
- CompTIA A+.
- ITIL Foundation is advantageous.
- 2 years of IT-related experience.
ADDITIONAL INFORMATION:
- We are committed to transformation through the appointment of persons from designated groups and potential candidates from these groups will enjoy preference.
- Kindly note that a consumer credit record will be requested in respect of all appointments which involve dealing with cash or finances.
- Should you meet the above requirements and be of the opinion that you can make a contribution to the company, kindly register and apply on our Career Page at
- Should we not have contacted you within six weeks of the closing date, you may assume that your application has been unsuccessful.
CLOSING DATE: 19 SEPTEMBER 2024
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