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 InfrastructureTime managementIT Desktop and application supportTroubleshootingCustomer FocusCore Behavioural Competencies Following instructions & proceduresAchieving personal work goals & objectivesApplying expertise & TechnologyDelivering Results & Meeting customer expectationsCoping with pressures & setbacksWorking with peopleMinimum Qualifications NQF 4: Grade 12 National DiplomaRelevant IT certificationAdditional 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 licenseWorkplace / Physical Requirements Full-time Office Based position.BillableClient Roaming