IT Customer Support and Service Delivery Officer

7 days ago

Pretoria, South Africa RJPersonnel Full time

5years
- Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed for the optimum delivery of service
- Review and optimize processes and procedures
- Ensure that delivered services are fit for purpose, carrying out relevant reviews as necessary
- Manage the services provided by vendors in line with defined service level agreements (SLAs), ensure that escalation protocols are in place
- Responsible for end user Application support
- Support Incident Management and IT in major incidents, clearly articulating business impact for the affected service(s) and acts as the primary contact and escalation point
- Attend service reviews, ensuring key business points are discussed and actions agreed
- Ensure that Incidents, Problems and Change are being logged, managed and resolved and that SLA's and measures are being adhered to and escalate where appropriate;
- Implement and track Continual Service Improvement Plans to provide excellent service to the customer base
- Work with internal governance and compliance teams to ensure that company standards are maintained for your customer service base
- Become an advocate of the Service Delivery Management process across the whole organisation
- Build and maintain customer relationships both internally and externally
- Improve customer satisfaction according to agreed goals

**Qualifications and Experience**:

- Diploma Computer Science/IT
- 5 Years experience in IT Service Delivery
- Certification in ITIL Service Management and Service Delivery modules
- ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)

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