Job Description
The incumbent is responsible for:
- Providing; coordinating and overseeing all support to internal and external clients:
- Customer satisfaction
- Development of processes to ensure ITIL and COBIT adherence and ensure these processes are followed
- Line management responsibility for 2nd line support team
- Management reporting showing trends, capacities, etc
- Ensures service levels are in place and adhered to
- Determine problems and root cause analysis of issues and ensures resolution of issues
- Personally attend to complex issues.
- Drive problems to its successful completion ensuring all stakeholders are continuously appraised of progress, until resolution
- Problem management of repeat incidents to establish root cause and issuing of Root Cause Analysis reports.
Plan; lead; organise and coordinate outputs-; performance and development of cross regional support team (i.e. field services team):
- Coordinate and develop the team members on a day to day basis to ensure the effective and efficient provision of services.
- Allocate duties and priorities to ensure deadlines are achieved; including scheduling rosters and working times to deliver support as per business requirements.
- Develop support and standby plan to ensure business activities during and after hours are met
- Implementation of applications and infrastructure to all regions and clients, as required
- Facilitates effective team interaction.
- Provide input into the departmental budget plans.
- Develop issue logging; tracking; resolution and escalation processes
- Assist with project Implementation of all applications/infrastructure to new sites/users, as required
- Liaise with Infrastructure and Application Development and other support areas on issues and drive successful resolution of issue, communicate permanent fixes
- Identify improvements / enhancements for line management to address
- Develops, maintains, monitor and report on Service and Business Level Agreements to set expectations and measure performance
- Actively build and maintain internal and external relationships:
- Interact with internal and external customers including formal meetings and informal interactions to ensure customer satisfaction.
- Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
- Manages client expectations effectively.
- Implement customer satisfaction index related to every call
- Implement and drive use of call logging system
- Monitoring
- End user testing
Job Requirements
- Matric and Relevant ICT diploma or degree
- ITIL qualification
- N+
- A+
- 5 to 10 years’ experience in a similar position
- Proven industry-related experience as team lead/ supervising a technical support team/ helpdesk team; preferably including remote teams
- A+ experience
- N+ experience
- COBIT experience
- ITIL certification
- Ability to provide management reports (excel, etc)
PPECB is an equal opportunity employer and promotes compliance with the provisions of the Employment Equity Act.
It is our intention to promote equity according to our Employment Equity plan with the filling of posts. All applications will be considered, with the understanding that, in terms of the PPECB Employment Equity Plan, preference will currently be given to candidates from the designated groups.
It is our intention to promote equity according to our Employment Equity plan with the filling of posts. All applications will be considered, with the understanding that, in terms of the PPECB Employment Equity Plan, preference will currently be given to candidates from the designated groups.