Ops Man: Serv Desk Supp

Business unit, Department, Reporting

**Business Unit**: CPS

**Department**: Service Management - CFC

**Report to**: Manager: Customer Service Centre Core Description
Responsible for quality management, pro-active tracking of service desk SLAs and KPIs, the design of, and oversight on service improvement plans for the service desk and process governance Key Deliverables / Primary Functions
Prepare, lead, and escalate outcomes of the daily stand-up incident management meetings with all support groups and service providers for allocated customer/s
Create and maintain templates on the ITSM system to ensure correct assignment
Execute on quality related tasks including escalation of the need for couching/counselling to the relative manager
Provide information to the Operations Managers to address process non-adherence and escalate if appropriate action was not taken
Compile and quality check the CFC monthly Service Levels and KPIs
Obtain CFC related contract information and store on the related secure folder on MS Teams
Ensure changes to current operational processes are related to the applicable measurement/s
Manage Service Improvements and service alignment initiatives
Store all customer related documents on the MS Teams folder
Represent the CFC for providing input to customer audits
Implement new / changes to CFC related services in allocated customer environment
Drive the knowledge management process in allocated customer base
Analyse operational reports data to identify and provide input to solving operational challenges
Continuous improvement initiatives in terms of operational Service Desk processes that can be automated and simplified
Participation in ITIL/ISO/Cobit audits when required Core Functional Skills & Knowledge CFC customer contract understanding and management Implement/ monitoring of CFC Base Service Management and Contact Centre Systems Competence Service Level Agreement (SLA) Management Project Coordination Core Behavioural Competencies Delivering Results & Meeting customer expectations Planning & Organising Presenting and Communicating information Deciding & Initiating Action Leading and supervising Culture Match Job Match Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
3 years’ Service Desk Agent experience PLUS 2 years’ experience in interactive ticket management/incident management and report analysis.
Strong Excel & Power point proficiency Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Required to travel locally Ability to work extended /long hours as and when required Ability to work staggered hours, shifts, overtime and respond to call-outs Workplace / Physical Requirements Full-time Office Based position. Billable