Introduction
Serco is a values-led company with a culture and ethos that is at the heart of everything we do. We give our people real responsibility, allowing them to put their ideas into practice and to truly make a difference for our customers and the public.

Job Purpose
Provide an expert and comprehensive to enable the Recruitment department to respond to and meet the demands of the business.
Key responsibilities
•Updating the system log and any other admin related to system issues needed everyday
•Updating of worksmart where system issues were experienced
•To ensure Out of hours testing is completed
•Ensuring all agents are logged out in timely manner at the end of shift
•Ensuring any management adhoc tasks are completed
•Monitoring of real time agent adherence and escalation
•Monitoring of all queues to ensure service level NR %, Wait time, is achieved
•Administering of all email &transport requests
•Administering Team changes
•Administering of Special leave updates / TSA logins, follow ups System issues
•Carryout any relative adhoc requests / Out of Hours Testing
•Reports - Trends and analysis

Minimum Requirements

•Matric certificate or equivalent
•Minimum 1 years’ working experience in a similar role
•Fully computer literate on MS Office package
•Keen on learning new tasks (Quick study)
•Knowledge of Cisco IP,
•Knowledge of VMware (VDI & Connect)

Behavioural Competencies
•Customer Service - Makes customer issues their own by taking full responsibility and ownership of these in order to resolve them.
•Analysis – The ability to secure relevant information and identify key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships
•Resilience - Is comfortable calming upset people and handling conflicts and arguments with angry individuals
•Initiative - The ability to assert one’s own influence over events in order to achieve goals
•Planning and Organising - The ability to establish a course of action for self or others to accomplish a specific goal; planning proper assignment of personnel and appropriate allocation of resources
•Problem Solving - The ability to identify, analyse, organise and solve issues and problems in a timely and effective manner
•Attention to detail - Maintains a project checklist covering all details which may be overlooked