Ops Specialist: Customer First Centre
1 week ago
Structure, Grade & Reporting Division Cloud Platform Solutions Department Customer First Centre Reports to Manager: IT Service Desk Span of Control 0
Core Description
To provide service activities on the more complex company systems to minimise equipment downtime and ensure client satisfaction. This includes installation, discontinuance, relocation, diagnosis and emergency repair. To mentor more junior team members and ensure the transfer of skills. Key Deliverables / Primary Functions
Take ownership of client queries in accordance with service level agreements and log queries onto the system.
Diagnose and provide first-call resolution on complex technical queries, within the service level agreements.
Follow up on resolutions of client queries as per service level agreements
Act as an escalation point for 1st and 2nd level client tickets.
Liaise within the Division to ensure queries are resolved timeously.
Provide complex technical support in adherence to quality standards and customer service excellence. Act
Provide mentorship to more junior staff to transfer technical skills.
Contribute to product documentation, customer knowledge base, and best practices guides.
Continuously improve process and tools for normal, repetitive support tasks.
Functional Skills
IT Infrastructure Technology
Customer Focus;
Time Management
Troubleshooting Techniques.
Computer Skills Behavioural Competencies 1. Job Match Rating 2. Delivering Results 3. Meeting customer expectations 4. Decision Making 5. Handling Pressure 6. Communication and Impact Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science Grade 12 (NQF 4) with relevant IT Certification Experience
3 years’ IT support experience, with hands-on experience with CFC technologies.
Or
Alternatively, 4+ years IT support experience. Certifications / Professional Registration None Special Requirements/ Employment Condition Willing to work flexible working hours Ability to cope under pressure Work Characteristics WFA /Office Based
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