Job Description
Logging and escalating calls by following correct procedures and to an acceptable level of quality. Call management. Provide first line of support, for general and technical queries by using troubleshooting techniques. Create and ensure that documentation and procedures of the supported systems are reviewed and revised frequently. Ensuring that requests for assistance are properly logged, assigned and responded to in a timely manner. To ensure that the identification and resolution of problems are attended to and the effect of quality and services to the customer are carried out timeously and effectively and to the satisfaction of the client and users Job Requirements
• Continuously communicate and liaise with internal users, external vendors / service providers, client and management in a professional manner. Continuous reporting on critical business services affected.-25%
• Repair times, resolve times and prioritizing as per contractual service levels, on individual and team level based on the % of reworks of the team or individual responsible for delivery -25%
• To follow up on completed tasks/calls/incidents as per the customer/user policies and procedures and to update the journals in the call logging system within the agreed SLA's of the customer -20%
• To resolve and coordinate all client and user queries and complaints -20%
• Customer satisfaction survey measurement and user participation. Continuous service improvement -10%
Internal Processes
• First line support on all desktop and relevant application support related matters according to SLA and Policies and procedures -30%
• Daily checks and monitoring based on % of reworks of individual responsible for checks -10%
• To ensure that all relevant incidents and tasks are managed according to SLA and customer policy and procedures - Call management -20%
• Continuous (Daily, weekly and monthly) SLA monitoring and reporting on any discrepancies / deviations -10%
• To adhere to all customer desktop policies and procedures. -10%
• Quality of administration, structures, policies and procedures documented -10%
• Compile and submit all required reports to management and clients on a daily, weekly and monthly basis according to SLA and ad hoc requirements -10%

Human Capital
• Career and training plan and broadening own technical, functional and industry skill base, including active knowledge transfer -50%
• Effective Timekeeping measuring time and attendance and productivity -25%
• HR Administration concerning leave, overtime and expense claims approved and submitted to HR/Payroll by deadlines -25%
Job System UIN 4918
Job Vacancy Type: Permanent
Min Experience Required - 1 - 3 Years
Formal Qualifications Required
Matric / Grade 12 -Compulsory
Call Centre qualification -Desirable
Appropriate tertiary qualifications, related to I.T environments such as A+, N+, MCP, MCSA Desktop, Windows 7 or 10 -Advantageous
Job Related Experience Required Time Span
-General Office Essential
• -Experience in IT Environment
• 1 - 3 Years
Desirable
• Job Related Knowledge Required
• Intermediate Microsoft Office Essential
• Office Administration Essential
Job Related Skills Required
• Excellent verbal and written communications – English Essential
• Excellent telephone manner and skills Essential
• Email etiquette Essential
• Computer Literate - Intermediate knowledge of MS Excel, Word and Power point Essential
• Good problem solving skills Essential
• Attention to Detail Essential
• Ability to work in stressful environment Essential
• Time Management skills Essential
• Ability to deal with senior levels of client personnel Essential
• Team Player Essential
• Additional Requirements and other features of the job
• Medical Examination Compulsory
• Surface Induction and Safety Training Compulsory
• Drivers License Compulsory
• Rotating working shifts during office hours 05:30 to 17:00 Compulsory
Competencies
• Customer Focus
• Stress Tolerance
• Quality orientation
• Working standards
• Energy
• Facilitate change
• Safety awareness
• Formal presentation
• Managing Conflict
• Information monitoring
• Job fit
• Initiative
• Continuous Learning
• Communication
• Contributing to team success
• Follow – up
• Time Management
• Innovation
• Adaptability