Key Performance Areas:

Ticket Management

• Acknowledge calls logged in Ticket Management System
• Monitor assigned tickets in queue and process based on priority
• Take ownership of user problems
• Follow up on tickets on behalf of the user and communicate progress in a timely manner
• Report unresolved issues to the Service Desk Coordinator for escalation

Incident Management

• Resolve incident at the first point of contact where possible
• Escalate to appropriate support staff and monitor progress
• Ensure proper categorisation of tickets
• Adherence to policies and operating procedures
• Adherence to Resolution SLAs

Service Request Management

• Resolve requests at the first point of contact where possible
• Escalate to appropriate support staff and monitor progress
• Ensure proper categorisation of tickets
• Installation and configuration of hardware and software
• Manage PC setup and deployment for new employees using standard hardware, images and Software
• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• Adherence to policies and operating procedures
• Adherence to Resolution SLAs
• Event Management

Event Management

• Effective Monitoring and alerting
• Escalation of priority tickets logged onto ITSM tool

Manage Client Relationships

• Working with Capfin employees in a professional manner
• To build service relationships with internal clients

Requirements

Qualification and Experience: 

• Tertiary qualification, A+N+and /or studying towards a National Diploma in IT, ITIL Foundation V3
• 3 years in an operational IT environment / IT Service Desk environment