Tactical role in the digital technology organisation and is accountable for the processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. The management and operation customer request fulfillment service at the service desk function. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. The delivery of customer service through multiple channels including human, digital, self-service and automated.
KEY PERFORMANCE AREAS:
- Ensures that incidents are handled according to agreed procedures.
- Investigates escalated incidents to responsible service owners and seeks resolution.
- Facilitates recovery, following resolution of incidents.
- Ensures that resolved incidents are properly documented and closed.
- Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement.
- Analyses metrics and reports on performance of incident management process.
- Monitors service delivery channels human, digital, self-service, automated) and collects performance data.
- Assists with the specification, development, research and evaluation of services standards.
- Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
- Prioritises and analyses requests according to agreed procedures.
- Escalates unresolved requests.
- Documents and closes resolved requests according to agreed procedures.
- Matric / Grade 12
- B.Com / BSc Computer Science degree or equivalent work experience
- Current industry certification in architecture (i.e., ITIL, COBIT, GxP, GAMP etc.)
- 5-10 years’ experience of managing relationships with internal business customers
- Experience and sound knowledge of service incident and request management methodologies
- 5-10 years’ experience managing and planning global services and service operations and support in a large complex/matrix global organisation
- 5-10 years’ experience leading service management teams, internal and 3rd parties in a multivendor approach
- 5-10 years’ experience designing and implementing Inventory and Asset Management technologies
SKILLS AND ATTRIBUTES:
- Innovation
- Visioning
- Strategic planning
- Global thinking
- Entrepreneurial thinking
- Teamwork
- Initiative
- Results oriented
- Systems thinking
- Focused
- Problem-solving and good judgment
- Responsibility and accountability
- Cooperation
- Proactive
- Active listening skills
- Presentation skills
- Meeting facilitation
- Organisational awareness
- Influence skills
- Pragmatic
- Empathy
KNOWLEDGE:
- Technical / professional knowledge
- Industry knowledge
ASPEN COMPETENCIES:
Business
- Create the Future
Accountability/ Ownership
People
- Communicate Effectively
- Dealing with ambiguity Embrace Change
Self
- Contribute Special Expertise
- Take Action with Integrity
Aspen is committed to the principles of equal employment opportunity. Preference will be given to applicants from designated groups through a fair recruitment and selection process in line with Aspen’s Transformation Agenda.
Internal Applicants must inform their direct line managers of their application. Applications must be completed using an Aspen email address.