Incident Resolution Specialist
4 weeks ago
Job Summary:
We are seeking a highly skilled and experienced Incident Coordinator/Service Desk Agent to join our team at Datacentrix. The successful candidate will be responsible for managing incidents and requests to achieve Service Level Agreements, ensuring positive customer satisfaction, and driving resolver parties towards resolution.
Key Responsibilities:
- Manage incidents and requests to achieve Service Level Agreements
- Ensure ongoing contribution towards positive customer satisfaction
- Drive resolver parties internally and externally towards achieving resolution within SLA
- Manage and coordinate requests until total closure
- Adhere to call lifecycle processes and procedures
- Ensure phone is always answered timeously and in a professional manner
- Display professional, helpful, responsive behavior and willingness to assist users at all times
- Ensure 98% of all calls are answered within 30 seconds
- Update calls at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
- Provide professional and efficient communication between business and customer
- Ensure call classification matches call description
- Ensure detailed and accurate solution is captured into call when resolving call
- Take ownership of all incidents that are specifically logged and manage incident during incident lifecycle
- Act as single point of contact (SPOC) for user even if incident is reassigned to other functional levels
- Ensure all IT incidents are logged, without exception
- Record details of all incidents, timeously and accurately, paying particular attention to what the actual issue is
- Assign incident and ensure incident resolution process begins
- Track and update incidents via activity history entries
- Responsible for escalation for P1 incidents via Voice communication, email, SMS etc.
- Take ownership if any incident that have been re-assigned to you
- Responsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and restore Service affected
- Responsible for providing user with regular feedback on progress of incident
- Responsible for ensuring that activity history updates within Call management system records activities taken during incident life cycle to reach a resolution
- Responsible for ensuring that all details captured into Call management system are accurate, error free and clearly highlights what the impact is/was to user
- Responsible for following up of all reassignments to ensure that incidents do not breach
- Monitor progress of all incidents assigned and ensure that all steps are taken by right resource to resolve incident before it breaches
- Must be able to communicate well with various groups of people
Requirements:
For more information, please contact Lerato Mahlangu
-
Incident Resolution Specialist
1 week ago
Midrand, Gauteng, South Africa Datacentrix Full timeJob DescriptionResponsibilities:Ensure effective ordering and tracking of parts to meet customer needs.Manage Engineer scheduling processes to optimize resource allocation.Develop and maintain knowledge of parts shipping procedures and systems to improve efficiency.Contribute to positive customer satisfaction by ensuring timely resolution of incidents and...
-
Incident Resolution Specialist
1 week ago
Midrand, Gauteng, South Africa Datacentrix Full timeKey Responsibilities:Manage incident resolution processes to achieve Service Level Agreements.Coordinate with internal and external teams to resolve technical issues.Ensure effective communication with customers and stakeholders.Monitor and update incident status to ensure timely resolution.Escalate incidents to IT management or external 3rd Party Management...
-
Incident Management Specialist
6 days ago
Midrand, Gauteng, South Africa Carlysle Human Capital Full timeAbout the Role:Carlysle Human Capital is seeking a skilled Incident Management Specialist to join our team. As an Incident Management Specialist, you will be responsible for managing incidents and ensuring timely resolution within agreed SLA and KPI frameworks. This role requires a strong understanding of ITIL processes and incident/problem management.About...
-
Service Desk Engineer
3 weeks ago
Midrand, Gauteng, South Africa Hire Resolve Full timeService Desk Engineer OpportunityHire Resolve is seeking a skilled Service Desk Engineer to join our client's dynamic team, a leading specialist in ICT solutions. Our client excels in designing, supporting, and managing robust IT infrastructures that drive business success.Key ResponsibilitiesProvide high-quality service assurance to corporate clients within...
-
Service Desk Engineer
2 months ago
Midrand, Gauteng, South Africa Hire Resolve Full timeJob SummaryHire Resolve is seeking a highly skilled Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing high-level, quality service assurance to corporate clients within the Customer Services Operations Centre.Key ResponsibilitiesProvide technical support for all aspects of Converged Network...
-
Information Security Specialist
1 month ago
Midrand, Gauteng, South Africa Datacentrix Full timeJob Title: SOC AnalystDatacentrix is seeking a skilled SOC Analyst to provide initial investigation of all security incidents and manage incidents from inception to resolution. The ideal candidate will have experience in installing, configuring, and maintaining Qradar SIEM and related products.Key Responsibilities:Provide supporting security services and...
-
Service Desk Engineer
1 week ago
Midrand, Gauteng, South Africa Hire Resolve Full timeHire Resolve is seeking a skilled Service Desk Engineer to support our client, a leading ICT solutions provider. Our client excels in designing, supporting, and managing robust IT infrastructures that drive business success. This role offers a unique opportunity to join a dynamic team dedicated to delivering top-tier IT support and solutions to a diverse...
-
Security Operations Specialist
1 month ago
Midrand, Gauteng, South Africa PRR Recruitment Full timeSecurity Operations Specialist **Job Summary:** We are seeking a skilled Security Operations Specialist to join our team at PRR Recruitment. As a Security Operations Specialist, you will be responsible for providing exceptional security services to our clients. **Key Responsibilities:** * Provide tactical response to security incidents * Conduct risk...
-
Cybersecurity Analyst Specialist
3 weeks ago
Midrand, Gauteng, South Africa Nexio Full timeCybersecurity Analyst SpecialistJoin Nexio's Cybersecurity Team as a Cybersecurity Analyst Specialist and play a critical role in monitoring, detecting, and responding to cybersecurity incidents within our Security Operations Center (SOC). As a Cybersecurity Analyst Specialist, you will utilize incident handling methodologies to validate security events,...
-
Service Desk Engineer
3 weeks ago
Midrand, Gauteng, South Africa Hire Resolve Full timeService Desk Engineer OpportunityHire Resolve is seeking a skilled Service Desk Engineer to join our client's dynamic team. Our client excels in delivering top-tier IT support and solutions to a diverse range of clients.Key ResponsibilitiesProvide high-quality service assurance to corporate clients within the Customer Services Operations Centre.Support all...
-
Service Desk Engineer
4 weeks ago
Midrand, Gauteng, South Africa Hire Resolve Full timeService Desk Engineer OpportunityHire Resolve is seeking a skilled Service Desk Engineer to join our client's dynamic team. Our client excels in delivering top-tier IT support and solutions to a diverse range of clients.Key ResponsibilitiesProvide high-quality service assurance to corporate clients within the Customer Services Operations Centre.Support all...
-
Service Desk Engineer
1 month ago
Midrand, Gauteng, South Africa Hire Resolve Full timeJob Title: Service Desk EngineerHire Resolve is seeking a skilled Service Desk Engineer to support our client's ICT solutions. The ideal candidate will provide high-level service assurance to corporate clients and support technical aspects of Converged Network infrastructure.Key Responsibilities:Provide quality service assurance to corporate clients within...
-
Cyber Security Specialist
3 weeks ago
Midrand, Gauteng, South Africa Gijima Holdings HR Full timeJob Title: Cyber Security SpecialistGijima Holdings HR is seeking a highly skilled Cyber Security Specialist to join our team. As a key member of our security team, you will be responsible for identifying and mitigating potential security risks across our enterprise network.Key Responsibilities:Administer network security solutions and research, design, and...
-
Cyber Security Specialist
4 weeks ago
Midrand, Gauteng, South Africa Optimal Growth Technologies Full timeJob Title: Cyber Security SpecialistAt Optimal Growth Technologies, we are seeking a highly skilled Cyber Security Specialist to join our team. As a key member of our Cyber Defense team, you will play a critical role in delivering a highly effective end-to-end 24x7 Cyber Defense service.Key Responsibilities:Coordinate operations of the Cyber Security Defend...
-
Cyber Security Specialist
3 weeks ago
Midrand, Gauteng, South Africa Optimal Growth Technologies Full timeJob Title: Cyber Security SpecialistAt Optimal Growth Technologies, we are seeking a highly skilled Cyber Security Specialist to join our team. As a key member of our Cyber Defense team, you will play a critical role in delivering a highly effective end-to-end 24x7 Cyber Defense service.Key Responsibilities:Coordinate operations of the Cyber Security Defend...
-
Service Desk Specialist
1 month ago
Midrand, Gauteng, South Africa Datacentrix Full timeJob SummaryWe are seeking a highly skilled and experienced Service Desk Agent to join our team at Datacentrix. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesManage and resolve technical incidents and requests in a timely and efficient...
-
Security Operations Analyst
1 month ago
Midrand, Gauteng, South Africa Datacentrix Full timeJob Title: SOC AnalystDatacentrix is seeking a skilled SOC Analyst to provide initial investigation of all security incidents and manage incidents from inception to resolution. The ideal candidate will have experience in installing, configuring, and maintaining Qradar SIEM and related products.Key Responsibilities:Provide supporting security services and...
-
Cyber Security Defense Specialist
1 week ago
Midrand, Gauteng, South Africa Planet10 Full timeJob Title: Senior Specialist – Cyber Security DefenseAt Planet10, we are seeking a highly skilled and experienced Senior Specialist – Cyber Security Defense to join our Cyber Defence team. As a key member of our team, you will play a critical role in delivering a highly effective end-to-end 24x7 Cyber Defence service.Job Summary:The successful candidate...
-
Cybersecurity Specialist
3 days ago
Midrand, Gauteng, South Africa DPT Recruitment Full timeDPT Recruitment is seeking a highly skilled Cybersecurity Specialist to join our team. As our ICT Security Administrator, you will play a crucial role in safeguarding our organization's digital assets.Key Responsibilities:Security System Management:Configure, monitor, and fine-tune security tools (firewalls, antivirus software, intrusion detection/prevention...
-
Accounts Payable Specialist
3 weeks ago
Midrand, Gauteng, South Africa Dante Personnel Full timeAccounts Payable SpecialistWe are seeking a highly skilled Accounts Payable Specialist to join our team at Dante Personnel. As an Accounts Payable Specialist, you will be responsible for managing the payment process, ensuring timely and accurate payments to suppliers, and maintaining positive relationships with vendors.Key Responsibilities:Invoice Processing...