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Technical Support Coordinator
1 week ago
Job Summary
We seek a Service Centre Operations Manager to lead our IT team at Clicks Group Limited in Cape Town.
Key Responsibilities
- Oversee the provision of telephonic and email support to users, guaranteeing efficient resolution of IT incidents and service requests.
- Manage the recording, assignment, escalation, and tracking of all incidents and service requests, assuming ownership from inception to closure.
- Implement dynamic first-line technical support to ensure rapid restoration of IT services within agreed service levels, interacting professionally with business users and vendors.
- Evaluate and resolve IT-related incidents and service requests effectively, achieving high customer satisfaction.
- Occasionally perform stand-by work in the IT Service Centre.
Requirements
- Expertise in Information Systems.
- Comprehensive knowledge of company policies and procedures.
- Awareness of governance frameworks.
- Deep understanding of customer service and incident management processes.
- Exceptional verbal and written communication skills.
- Advanced analytical and technical computer skills.
Education and Experience
- Matric / Grade 12.
- 2-3 years of experience in IT Service/Call Centre environments.
- ITIL Foundation certification.
- IS or IT diploma.
- MCDST (A, ITIL, HDI) certification.
