Business unit, Department, Reporting
Business Unit: Finance
Department: Internal IT
Reporting: Manager of Operations (Internal IT)
Core Description
To carry out the identification, logging, resolution and correct allocation of IT related incidents and requests. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations and Service Levels.
Key Deliverables / Primary Functions
Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations.
Capture all customer interactions into the IT Service Management system.
Describe, classify, and assign tickets to the relevant support groups as per agreed process and templates
Analyse and resolve technical incidents and requests, as per required level of expertise within the required time allowed.
Follow up on ticket resolution to ensure compliance to service level agreements
Provide technical support in adherence to quality standards and customer service excellence.
Provide professional and empathetic IT Service Desk service to BCX customers
Core Functional Skills & Capabilities
IT Infrastructure
Time management
IT Desktop and application support
Troubleshooting
Customer Focus
Core Behavioural Competencies
Following instructions & procedures
Achieving personal work goals & objectives
Applying expertise & Technology
Delivering Results & Meeting customer expectations
Coping with pressures & setbacks
Working with people
Minimum Qualifications
NQF 4: Grade 12 National Diploma
Relevant IT certification
Additional Education -Preferred /Advantage
Experience
- At least 12 months experience in IT Service Desk or active remote and on-site desktop support.
Certifications
A+
N+
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Interacts with internal IT clients
Special Requirements / Employment Condition
Valid Drivers license
Workplace / Physical Requirements
Full-time Office Based position.
Billable
Client Roaming
