Job Title Service Desk Analyst Job System UIN 5438
Job Vacancy Type Permanent Number of Positions Per Job 1
Contract Duration N/A Recruiting Start Date 12/9/2016
Duration Type Permanent Submissions Closing Date 2/28/2017
Anticipated Start Date 3/1/2017 Company
Company Industry IT Cost Center
Reason for Hire Replacement - Resignation
Country South Africa
Province Limpopo
Region Limpopo All Areas
Suburb Other - Not on list
Site Location
Opening Information
Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required Call Centre qualification Hard Skills 3
Employment Equity Yes Soft Skills 1
Other Language Required 1 Soft Skills 2
Other Language Required 2 Soft Skills 3
Job Description Main Purpose of the Job (In one sentence)
-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
Main Responsibilities / Tasks
Maintain professional Helpdesk image at all times
Respond to all phone calls and emails received inclusive of automated calls logged via emails
Adherence to a call logging process via Service desk tool
Primarily trouble shoot and resolve 1st line desktop support encountered in the day to day operations
Escalation and assignment of calls to the appropriate resolution group
Problem Identification and resolution
Ownership of problems after escalation until resolution is achieved
Account management creation and access management
Ensuring that response and repair times are kept within the parameters set in the SLA
Expediting of all desktop, back-office, procurement, 3rd party vendor and mine support calls
Ensure quality and customer satisfaction prior to closing calls after resolution
Identifying problems and bringing them to the manager attention with sufficient lead time to avert crises.
Ensure effective and efficient maintenance is carried out (housekeeping, daily checks and tasks)
Effective communication to the team, management and client in terms of call statuses, problem management, down time and resolutions
Effective communication to the users to ensure awareness of the statuses of effected calls
Promoting customer satisfaction surveys
Provision of call management information for reporting purposes upon request
Performing administrative functions including the administration of procedures and configuration of documentation as well as standby roster, call out sheets, backup sheets and service desk morning task sheets
Knowledge, understanding and adherence to policies and procedures
Ensure compliancy in terms of the client policies, contract, quality of services and value add to the customer and client
Career and training plan and broadening own technical, functional and industry skill base, including active knowledge transfer
Working effectively as part of a team and seek to support the team goals
Continuous improvement of service in terms of new solutions, revised procedures and resolutions
HR Administration concerning leave, overtime and expense claims approved and submitted to HR/Payroll by deadlines and effective timekeeping
Job Requirements
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 Spa
-General Office experience
1 - 3 Years
Essential
-Experience in IT Environment
1 - 3 Years
Desirable
Job Related Knowledge Required Essential / Desirable
-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
-Own transport
-Compulsory
-Rotating working shifts during office hours 05:30 to 17:00, Saturday work
-Compulsory
-Location: Northam Platinum Ltd nearby Thabazimbi, Limpopo region
-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