Incident Coordinator - Johannesburg Verfied

Salary Negotiable Johannesburg, Gauteng Johannesburg, Gauteng more than 14 days ago 09-01-2017 7:23:50 AM
06-02-2017 7:23:50 AM
Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required Tertiary diploma, specialised training, or equivalent work experience Hard Skills 3
Employment Equity Yes Soft Skills 1
Other Language Required 1 Not Applicable Soft Skills 2
Other Language Required 2 Not Applicable Soft Skills 3
Job Description Activities associated with end to end Incident Management
Managing the Incident Management system for all regions nationwide and Nedbank Service Management
Acts as a single point of contact for Nedbank and internal, to ensure centralized incident communication.
Liaises with Service Managers and Account Managers to support and provide best service.
Daily Reporting to management and stakeholders on outstanding incidents.
Resolve incidents on behalf of dealers in dealer zones.
Handle all escalations and provide feedback with full report once matter is resolved.
SLA Management; Monitoring and Coordination of Calls within the required Service Level Agreement
Regular progress updates to customers.
Ensuring that integration is functioning at all times. Any integration issues to be escalated.
Manually log calls once integration has failed
Regular follow-ups with relevant Field Service Agents and dealers
Management of the different Process triggers for Service Calls & Installations
Ensuring excellent Customer Service
Key KPI Measures include:
Total Outstanding Service Calls (Break-fix): Target = <10%
Outstanding Consumable Calls between 1 - 3 Days: Target = <8%
Outstanding Service Calls(Break-fix) older than 10 Days: Target = <0%
Job Requirements Matric
Tertiary diploma, specialised training, or equivalent work experience
ITIL v3 Foundation Certification
A minimum of 1 years experience in Incident Management as a function
A good understanding of ITIL based processes
Must be focused on Customer Service Delivery
Demonstrate attention to detail and needs to be process driven
Must be Computer Literate (MS Word Intermediate & Excel Advanced)
Passionate about making a difference