Account Manager

4 days ago

Midrand, South Africa NSC Global Full time

Overview:
nscglobal (Cisco Gold Partner) provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. nscglobal is an independent, rapidly growing, private company that for more than a decade has delivered tailored solutions to 50 of the world's leading multinational enterprises, outsourcers and service providers. nscglobal offers a unique business model, combining a focused group of world-class customers, with a unique range of services, backed up with outstanding responsiveness and customer service.

**Responsibilities**:

- Assists users experiencing difficulties in using information systems, products or services, including situations referred by more junior staff, investigating complex situations to diagnose underlying causes. Implements known on-site solutions and workarounds and assists users to recover and continue operation.
- Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds.
- In consultation with users, demonstrates all features, plans requirements, installs (including field modification) and commissions desk-top systems, products and services and their upgrades.
- Ensures that all requests from users for assistance are handled promptly and effectively; is pro-active to ensure that users make effective use of the facilities available to them.
- For all requests that cannot be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
- Regularly monitors the incidence, status and speed of resolution of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services.
- Provides users with information on the medium and long-term plans and policies of the organisation for the provision of desk-top systems, products and services and advises on the impact of such plans.
- Provides specialist guidance and advice to less experienced colleagues.

**Key Competencies**
- Manage primary relationship with customer
- Handle escalations and provide required feedback to Customer
- Handle / escalate all disciplinary and HR related topics in the office and report to relevant Authority.(NSC or Golden Rule)
- Weekly meetings to report on all operational topics
- Oversee all services delivered to ensure compliance to SLA and customer standards
- Approval of leave
- Approval of Overtime
- Attending CAB meetings
- Oversee and approve process documentation.
- 3rd party supplier management (NSC uniform supplier, Production repair suppliers etc)
- Site risk mitigation All sites (Staff rosters etc, Final leave approvals)
- Overseeing CRI Topics and standards

or
- Has gained experience (typically four year’s full time or equivalent) as a competent user of computer systems and has demonstrated an aptitude for ICT work.
- Prior experience of working in a customer facing, end-user environment.

Qualifications:
**Qualifications & Certifications**
- PC\Laptop OEM Maintenance Certification
- CompTIA A+ Certification
- Microsoft Certified IT Professional (MCITP) certification in desktop area
- Microsoft Office Specialist (MOS) Certification
- Knowledge on Legacy systems (Win 95 and earlier Systems)

**Additional Requirements**

Location dependant the following applies
- Valid Driver’s licence
- Ability to pass in county security clearance (DBS, Police clearance check etc.)
- Shift work and Standby (as 24/7 service is offered) at selected sites, will be on a rotational basis with other team members in location.
- Ability to work local business hours
- Proficient in English (Spoken and Written)

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