Grade 12 or equivalent NQF level 4 qualification
Professional / Tertiary:
- Qualifications/ certifications (at least NQF level 5) preferably in Customer Service and/or Service Desk.
- ITIL Foundation certification advantageous.
- IT Network related technology exposure preferred.
- Experienced with ServiceNow product platform preferred.
MINIMUM REQUIREMENTS
- MS Office Tools – intermediate level experience (Word, Excel, PowerPoint, Outlook, etc).
- Exposure to ServiceNow or related ITSM Tools.
- Minimum 3 years related experience in an IT environment.
- Strong problem solving, analytical skills and organizational skills.
- High levels of proficiency in English.
- Ability to understand operational system (e.g. ServiceNow and HEAT).
- Knowledge and understanding of document management.
- Knowledge and understanding of company policies and procedures applicable to the specific work
- Environment to ensure that work outcomes are compliant to policies and procedure
- Valid driver’s license
KEY TASKS
Call Logging:
- Familiarisation, adherence and compliance with all company policies and procedures.
- Ensuring information on ServiceNow Call Log system is correct when call is logged.
- Manage call by assigning Technician to attend to call.
- Ensure that client is updated on call status.
- Ensuring that call logging is aligned with ISO processes.
- Adhere to turnaround times for call logging.
Call Management:
- Manage technician / suppliers to ensure calls are attended in the require turnaround time.
- Ensure that client is updated on call status during the entire cycle of the call (From logging the call to completion of call).
- Retrieve all relevant completed paperwork from technician / supplier and scan and safe paperwork as per Company Procedures.
- Escalation of calls not resolved within required SLA to management.
- Daily monitoring of calls on Call Log System.
- Submitting a report weekly to Operations and Safety Manager.
Self-Development:
- Responsible for self-development by keeping abreast of new development by following the applicable processes and procedures.
- Willingness for additional responsibilities and assisting managers during low activity periods.
- Any ad hoc function required to perform from management from time to time.
- Willingness for additional responsibilities and assisting Operations and Safety Manager during low activity periods.
- Any ad hoc function required to perform from management from time to time
- Provide hands-on training for fellow team members on ServiceNow within the department when required.
- Ensure that company policies and procedures and ISO standards are adhere to.
- Ensure that all filing systems are up to date.
- Record keeping and filing.
- Ensure that product knowledge is up to date and keeping abreast of developments within organization.
Service Quality:
- Ensure adherence to standards with properly approved documentation.
- Make recommendation in relation to service improvement plans.
- Manage risk in consultation with Operations and Safety Manager.
- Evaluate internal procurement process to ensure optimal service quality.
- Recommend interventions to ensure dynamic procurement processes are in place.
General:
- Ensure that all systems and documentation is administered and kept up to date as per the Company process and requirements.
- Any ad hoc function required to perform from Operations and Safety Manager from time to time.
Desired Skills:
- Skill in problem solutions and conflict management
- Advanced skills in telephone and written Etiquette.
- Advanced skills in customer relations management.
Desired Qualification Level:
- Certificate
About The Employer:
Sizwe Africa IT Group