IT Service Desk Agent - Midrand
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