Business unit, Department, Reporting
Business Unit | Operate |
Department | PaaS and SaaS |
Job grade/level | M6 |
Core Description
Responsible for service desk support service that will exceed the expectations of the Company’s customers – both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time, log-on time and updating of database are maintained while ensuring that the incident is directed to the correct channels and resolved timeously.
Key Deliverables / Primary Functions
• Timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arriva (ETA) for logged incidents.
• Providing 1st time response to the customer within the agreed SLA
• Understand the customer expectations and update the log with detail on the Helpdesk software
• Escalate/record the customers’ query/complaint at 3rd party service provider
• Provide the customer with 3rd party reference number if applicable
• Function as part of a Team - Contribute in a positive manner to a professional and ethical work environment.
• Incident Management, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (which is 95% achievement).
• Following up on incidents logged daily, keeping a record relating to queries, as well as incidents closed daily, and generating a report of such.
• Resolving calls daily with the correct closing details selected as per SLA.
• Respond to calls as per CTR contract specifications
• Ensuring that issues / severities are escalated to the relevant managers; as well following up on escalations through the day, reporting feedback.
• Ensure all calls have a meaningful detailed root cause.
Core Functional Skills & Capabilities
Attention to detail
Microsoft Office
Microsoft Excel
Communication
Teamwork
Core Behavioural Competencies
Job Match
Working with people
Following instructions & procedures
Delivering Results & Meeting customer expectations
Coping with pressures & setbacks
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce
OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
3 years of relevant experience in IT Helpdesk Management.
OR
5 years of relevant experience in IT Helpdesk Management.
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control | 0 |
Level of Engagement | Engage directly with internal and external clients |
Special Requirements / Employment Condition
Workplace / Physical Requirements
Full-time Client Based Position
Billable