Service Support Specialist
3 weeks ago
-Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.
Role Purpose
Provide technical support through diagnosing incidents/problems to determine cause of incidents/problems in order to resolve incidents/problems quickly and facilitate teams assembled to resolve incidents/problems.
Requirements
- Matric
- A relevant diploma or degree in Information Technology
- 4-6 years' experience in a service environment
- Proven specialised knowledge and relevant experience of the ITIL Service Management Framework
Duties & Responsibilities
- Routing of incidents/problems to relevant team
- Ensure resolution of incidents/problems
- Ensure incidents/problems closed
- Incident monitoring, tracking and communication
- Identify recurring incidents for problem management to resolve root cause
- Effective and consistent communication to stakeholders on issue resolution progress
- Analyse all incidents/problems to identify process and system inefficiencies.
- Report regularly to relevant stakeholders on findings to drive process improvements and issue awareness.
- Initiate correct action for improvements where relevant.
- Identify multi-disciplined team members required to resolve incidents/problems
- Facilitate multi-disciplined team to resolve incidents/problems
- Identify work arounds or resolution for incidents/problems
- Identify root cause for problems
Competencies
- Business Acumen
- Client/ Stakeholder Commitment
- Drive for Results
- Leads Change and Innovation
- Motivating and Inspiring Team
- Impact and Influence
- Collaboration
- Self-Awareness and Insight
Policy
We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.
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