KEY PERFORMANCE AREAS

• Responds to common requests for service by providing information to enable fulfilment. 
• Promptly allocates unresolved calls as appropriate. 
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Prioritises and diagnoses incidents according to agreed procedures. 
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents. 
• Facilitates recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.

JOB REQUIREMENTS

EDUCATIONAL QUALIFICATIONS & EXPERIENCE

• Matric / Grade 12
• B.Com / BSc. Computer Science degree or equivalent work experience 

CERTIFICATIONS/REGISTRATIONS

• Current industry certification (i.e., ITIL, COBIT, GxP, GAMP etc.)

EXPERIENCE

• 5+ years’ experience of managing relationships with internal business customers

SPECIFIC EXPERIENCE, KNOWLEDGE AND REGISTRATIONS

• Experience and sound knowledge of service incident and request management methodologies
• 5+ years’ experience coordinating a service desk function in a large complex/matrix global organisation

WORK-SPECIFIC SKILLS & EXPOSURE

• 5+ years’ experience and knowledge of service desk technologies and processes and working with  internal and 3rd parties in a multivendor approach.

SKILLS AND ATTRIBUTES

• Teamwork
• Initiative
• Results oriented
• Focused
• Problem-solving and good judgment
• Cooperation
• Proactive
• Active listening skills
• Pragmatic
• Empathy