Job Description

Business unit, Department, ReportingBusiness Unit Operate
Department PaaS and SaaS
Job grade/level M6Core DescriptionResponsible 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 & CapabilitiesAttention to detailMicrosoft OfficeMicrosoft ExcelCommunicationTeamworkCore Behavioural CompetenciesJob MatchWorking with peopleFollowing instructions & proceduresDelivering Results & Meeting customer expectationsCoping with pressures & setbacksMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/CommerceOR NQF 4: Grade 12Additional Education -Preferred /AdvantageExperience3 years of relevant experience in IT Helpdesk Management.OR5 years of relevant experience in IT Helpdesk Management.CertificationsProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of Control 0
Level of Engagement Engage directly with internal and external clientsSpecial Requirements / Employment ConditionWorkplace / Physical RequirementsFull-time Client Based PositionBillable

Business Connexion