We are looking for an IT Service and Support Coordinator (Mid Level) for a National Company in Port Elizabeth.

Purpose of the position:
To oversee the delivery of IT service technology to clients (internal & external) and establish policies to consistently ensure high service performance and frontline support functions by evaluating feedback and developing quality improvement processes.

Requirements:
Matric (Grade 12 or equivalent)
ITIL qualified or working towards will be advantageous
Minimum of 2 years external experience in frontline service/support or similar role, or;
3 years internal experience in Operations Department as Account Administrator or higher level with extensive knowledge of all in-house systems;
Supervisory or Team leading experience will be highly advantageous
Fluent in English. Afrikaans will be advantageous
Duties:
Support Service Desk Incidents & Escalations
Own the service delivery platform and ensure it meets all current and evolving requirements
Manage and prioritise the service support functions in terms of incidents, request changes and escalations processes
Take ownership of major incidents and ensure coordination and communication with relevant stakeholders to resolve such incidents
Communicate post incident reviews to relevant stakeholders
Monitor, control and review support service delivery, ensuring systems, methodologies and procedures are followed
Service Delivery & Improvement
Document SLA and ensure service delivery meets agreed service levels
Be accountable for the quality of service and performance and make recommendations for service improvement plans and ensure actions are followed through timeously
Drive regular internal delivery meetings covering performance, service improvements, quality and processes and ensure actions are taken to improve services
Conduct regular client satisfaction surveys
Diagnose service delivery problems and initiate actions to improve service levels
Reporting & Analysis
Identify trends & training needs
Conduct root cause analysis (RCA) and provide reports to stakeholders
Conduct Infrastructure analysis in conjunction with technical team
Analyse client feedback to develop quality improvement processes
People Management
Monitor and approve monthly timesheets and leave requests
Complete bi-annual performance and probation reviews and discussions
Follow necessary corrective actions for any misconduct or incapacity situations with HR
Provide necessary training and motivation to achieve required goals/targets
Promote good working relationships with other teams/departments within the business

Salary is negotiable – Market Related