SUMMARY:
The incumbent will be reporting to the Service Desk Team Leader within the Infrastructure & Operations Division.
The Incident Co-Ordinator role is responsible to create, own, and drive our Incident Management Process across the entire IT Department. This includes executing playbooks for outages, ensuring teams follow incident protocols, communication plans, and creating incident documentation.
POSITION INFO:
Minimum Qualifications:
· NQF Level 5 Certificate or Diploma in IT.
· ITIL Certification. working knowledge preferred
· ITIL Intermediate – Operational Support and Analysis or Service Operations (advantage).
Skills/Experience:
· 2+ years of experience in technical support, service delivery, and/or customer-oriented environment
· Minimum experience of 2 years in an Incident Coordinator role
· Track record in successfully coordinating activities that involve cross-team of internal/external contacts
· Problem solving skills
· Strong reporting skills
Principal Accountabilities:
· Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
· Ensure associated tickets are related to the parent ticket and proper follow-up is performed once the incident is resolved
· Continuously train and guide service desk staff on correct processes and procedures (e.g. Call Logging and Call Management)
· Ensure that Service Desk Calls are monitored in-line with SLAs and updated efficiently and effectively.
· Produce weekly and monthly reports including SLA violation.
· Allocate incidents and service requests to the service desk agents evenly.
· Report on customer satisfaction surveys and ensure that low/negative ratings are addressed appropriately.
· Assist planning shift and standby rosters for Service Desk and End User Computing (EUC)
· Ability to analyze call data (incidents and Service Request)
· Ensure quality of the calls from logging to resolution
· Ensure all logged calls (incidents and service requests) are assigned to the correct support group/person
· Help identify failures and shortcomings in the current service desk processes and escalate with recommendations
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