Incident Resolution Specialist

6 days ago


Pretoria, Gauteng, South Africa Profession Hub Full time

Job Summary:

We are seeking a highly skilled Incident Resolution Specialist to join our team at Profession Hub. As a key member of our support team, you will be responsible for managing and resolving client incidents related to our services.

Key Responsibilities:

  • Provide first-line operational support to acknowledge and resolve client incidents.
  • Accurately log all ticket information and escalate unresolved incidents to second-line support.
  • Monitor group mailboxes and ensure all inbound incidents receive a response within Service Level Agreements.
  • Track incidents and provide regular updates on the ticket management system.
  • Maintain accurate log entries of contact, resolution details, and follow-up information.
  • Remain flexible and adapt to changing priorities with promptness, efficiency, and ease.
  • Evaluate incidents at risk of breaching Service Level Agreements and escalate to the Incident Process Coordinator.

Requirements:

  • Problem-solving and keen attention to detail.
  • Driven to deliver high levels of customer service.
  • Flexible approach to working hours.
  • Excellent communication skills; verbal and written.
  • Ability to learn new skills quickly.
  • Demonstrates initiative and anticipates needs.
  • Able to operate as a good team player.
  • Self-motivated with the ability to work unsupervised.
  • Drive and Energy.
  • Work with a sense of urgency.

Preferred Qualifications:

  • Matric.
  • Higher Certificate in an administration field.
  • 2-5 years of experience in a similar role.
  • Computer literacy.
  • Experience working within a Help Desk/Service Desk environment would be an advantage, but full training will be given.


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