Discovery – ConnectSystem Tester (Junior)About DiscoveryDiscovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.Job DescriptionTo assist and facilitate dealing with any information technology related queries and requests in order to ensure that these users and the business can operate at an optimal level.Key PurposeStrategic / TacticalProvide input as required to Team Leaders and Management on optimizing internal processes and SLA's.Key OutputsOperationalEnsure that all received incidents (DNA, e-mail, telephonic) are attended to within the stipulated performance measure, such as 85% frontline resolution.Ensure that all telephonic calls are managed according to the stipulated departmental performance measure (such as answering: 20 seconds // resolving: 2.30min).Ensure that all admin / electronic based calls are attended to within the specified performance measure (such as 15 min).Ensure that the set performance criteria of systems are adhered to, e.g. quality assurance (either call recording retrievals, specific logged scenarios, comprehensiveness of call recording on system, systems testing for new deployments, etc).Ensure that all incidents are managed effectively within the set timeframes so that all calls/ incidents are resolved to the client's satisfaction.On an ongoing basis present a professional image and service delivery to all clients.Maintain customer focus throughout the resolution of calls / incidents, ensuring that the call/ incident is resolved within the shortest possible time.Check client satisfaction with the service delivery levels provided by the service providers.Personal Attributes And SkillsInterpersonal skills;Strong Verbal & Written communication skills;Ability to work under pressure (workload);Resilience;Attention to detail;Time management skills;Troubleshooting / fault diagnosis skills / strong technical skills;Ability to translate the customer's experience and symptoms into meaningful information that aids resolution activities;Ability to understand impact and urgency in order to assign relevant priorities.Qualification & ExperienceKnowledge of Microsoft applications;Knowledge of network applications;Knowledge of internal IT systems (Workflow, Telephony, online systems).18 months in a customer service & IT support environment (essential);Remote support capability (essential).Matric / Grade 12;IT related qualification.EMPLOYMENT EQUITYThe Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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