JOB SEEKERS
EMPLOYERS
JOBS QUICK-SEARCH
.net
.net developer
a+
abap
account manager
accountant
admin
administrator
analyst
architect
bookkeeper
business analyst
business intelligence
c#
call centre
ccna
cisco
cloud
cobol
consultant
delphi
desktop
desktop support
developer
engineer
finance
graduate
graduates
helpdesk
internship
it manager
it support
it technician
java
java developer
junior developer
legal
linux
manager
marketing
mcse
network
network administrator
oracle
personal assistant
php
php developer
programmer
project
project administrator
project manager
receptionist
sales
sap
secretary
security
sql
support
technical support
technician
test analyst
tester
web developer
NEWSLETTER
FOLLOW US
X4 Night Shift IT TeamLeaders
Job Ref
277965
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added
15 Feb 2018
Expiry Date 1 Apr 2018
Expiry Date 1 Apr 2018
* There have been 29 applications to this job.
* This job has been viewed 1211 times.
Employer:
Datacentrix
Location:
South Africa
Salary:
Negotiable
Benefits:
Role details:
- - - - - - - - - - - - - -
Definition of Responsibilities Understanding of service management disciplines and the required deliverables.
Controlling performance of Incident Management
Responsible for ensuring that allIncidents do not breach
Coaching of Service Desk and Incident Mngt Staff
Continuously analyzing, evaluating, checking and measuring the performance of the supportstaff.
Manage incidents during their life cycles ensuring the right resourcesare attempting to resolve the incident as quickly as possible
Ensure focus is given tohigher priority incidents during attempts to restore services
Ensure escalations aremanaged and/ assist with escalations to management
Follow up with management bothinternally and externally with regards to service providers to ensure related queries / issues havebeen resolved timeously
Ensure that all captured incident details are of a highquality
Ensure regular user feedback is taking place and proof of such is captured in thejournals
Ensure proof of management to prevent incidents from breaching
Ensureregular feedback is given to users with regards to quality and areas of improvement
Conductregular format quality checks to gauge quality of incident details and resolutions
Recordquality checks conducted and submit daily reports to the Service Desk Manager/Incident Manager
To ensure that systems, processes and methodologies as specified are followed toensure effective monitoring, control and support of service delivery
To ensurethat staff are managed effectively and comply to standing processes and procedures and based onthese produce output in accordance to their defined KPI’s
Provide anescalation point for critical support issues
To ensure that regular PRO-ACTIVEmeasures are put into place daily/weekly/monthly to reduce potential user complaint areas
Management reports to be compiled on a daily/ weekly/ monthly basis
Enforcing contractual obligations
Manage incident life cycles from start tocompletion
Manage the data integrity of the call system
Appraise staff performance every 6 months
Defining staff objectives againstKPI’s
Responsible for the provision of guidance to operational staff in thecreation of work processes and procedure writing
Maximising team productivity
Management of escalated incidents and communication with related teams, business andexternal vendors
A strong commitment towards professional service delivery
The ability to work in a high-pressure environment
Experience inmentoring and coaching individuals
The ability to measure quality of calls logged(voice and incidents)
Good planning and time management skills
Good problem solving skills and strong attention to detail
Report tocustomers and management on outputs and trend analysis.
Key Skills / Competencies
Ability to build relationships withclient representatives, service providers and other areas within Service Management.
Demonstrable experience of working in an IT Service management capacity
Excellent communication skills at all levels – verbal and written
Excellent customer service skills
Strong analytical, organizational,multi-tasking, and time-management skills
Excellent negotiation, influence,mediation and conflict resolution skills
Key Interpersonalskills
Teamwork
Responsible
Friendly
Loyal
Honest
Committed
Motivated
Self-Confident
If youfit this profile, please load your CV on the Datacentrix website. To view more of Datacentrix ITjobs, go to www.datacentrix.co.za and click on‘Search Jobs'