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 www.groupcareers.co.za.
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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