IT Service Desk Agent - Midrand Verfied

Salary Negotiable Midrand, Gauteng Midrand, Gauteng more than 14 days ago 19-12-2017 9:14:10 PM
30-01-2018 9:14:10 PM

Purpose Provide first contact and support interface to Customers of the bank in an environment that requires shift work

Key Role Responsibilities

         Incident Management and Application Support

  • Incident detection and recording
  • Incident classification
  • Investigation/research and diagnosis
  • Incident ownership, support, monitoring, tracking, escalation and communication Resolution and recovery
  • Incident closure

Change Coordination

  • Categorise incidents based on severity relating to compliance and security risks, financial impact and reputational impact
  • Prioritise implementations based on emergency fixes, fixes, enhancements and new specifications
  • Coordinate specification changes with BA’s
  • Participate in Joint Application Design sessions to give input
  • Provide feedback on specifications
  • Plan and schedule testing and deployment windows with QA, Development and Change Management

Documentation

  • Generate technical deployment documentation for new processes
  • Document SOP within the department to ensure consistency

Implementation

  • Generate change document /implementation plan
  • Verify code readiness for deployment Build deployment packages by assigning correct artefacts to respective change for deployment
  • Generate all SQL scripts for implementation
  • Verify all parameters for implementation
  • Communicate changes to service availability monitoring team

People Management

  • Coach & skills transferring
  • Schedule and time management
  • Access training and development requirements
  • KRA assessments and adaptations

Reporting

  • Number of incidents logged by service affected
  • Number of incidents logged by severity of service and impact to business

relating to compliance and security risks, financial impact and reputational impact

  • Number of incidents logged post changes implemented
  • Number of incidents resolved by service type
  • Number of reoccurring incidents
  • Resolution time of incidents

 Minimum Requirements

  • Diploma in Information Technology
  • Grade 12
  • Linux Certificate
  • 3 – 4 years’ experience

Ref: JHB000168/LM