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