Business unit, Department, Reporting
Business Unit | Operate |
Department | IT Operations Centre (ITOC) |
Job grade/level | M6 |
Core Description
To be responsible for leading and managing the Tier 1 support team within the Incident Response Center (IRC), by overseeing the delivery of services, within the dedicated incident response centre and provide support for IT Service desk offerings and solutions in accordance with business processing requirements and operational and service level agreements, that will ensure effective and efficient Customer Services are delivered according to the agreed contracts, SLA management activities and aligned with operational policies, processes, and guidelines.
Key Deliverables / Primary Functions
- Perform business analysis and investigations in collaboration with both clients and staff and apply technical knowledge and experience to find business solutions toward improved work processes and better service delivery.
- Manage customer accounts by monitoring levels of customer satisfaction and contracts to ensure that corrective action is taken where necessary and proactively identify opportunities to maximise customer satisfaction through customer business insights and relationship building with key employees and manage driving costs effectiveness.
- Apply technical knowledge to assist clients to define their requirements and put together proposals for documentation work and evaluate the documentation aspects of new business prospects.
- Takes responsibility for a substantial part of operational service delivery, including handling exceptional events, quality and level of service, workload scheduling and utilisation according to documented service level agreements and preparing necessary management reports.
- Take responsibility for the provision of adequate, accurate and timely reports on actual service levels achieved compared with the targets set in SLAs, ensuring that significant failures to meet target are brought to the attention of superiors.
- Produce reliable cost, effort and risk estimates and project plans, and document these and the conclusions reached to provide the technical content of sales proposals.
- Demonstrate the technical feasibility of proposed solutions, especially where integration of diverse hardware and software is involved.
- Ensure that all requests from users for assistance are handled promptly and effectively; assist users to make effective use of the facilities available to them.
- Manage the team to optimise productivity and utilisation
Core Functional Skills & Capabilities
Customer Management
Contract Management
Risk Management
Team Management
Core Behavioural Competencies
Job Match
Delivering Results & Meeting customer expectations
Leading and supervising
Planning & Organising
Presenting and Communicating information
Relating and Networking
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 3 years’ experience in ICT call centre and related infrastructure services, of which 2 to 3 years is at a management/supervisory level.
OR
5 years’ experience in ICT call centre and related infrastructure services, of which 2 to 3 years is at a management/supervisory level.
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control | 1-30 |
Level of Engagement | Engagement with relevant stakeholders within the organisation, internal and external to the business. |
Special Requirements / Employment Condition
Valid Drivers license
Required to travel locally
Workplace / Physical Requirements
Hybrid Remote Worker
Non-Billable
"BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity."