Tech Officer: Incident Management, Western Cape - Parow at BCX

Core Description

• To coordinate calls between different resolver groups to assist in reducing aged calls, SLA breaches and call hops. Address client escalations and feedback on calls as needed.

Key Deliverables / Primary Functions

• Assign calls between resolver groups including Client and Vendor support groups.
• Receive Client approvals and missing information requests, where applicable.
• Respond to client queries in accordance with service level agreements and ensure that all calls are assigned within service level agreements.
• Provide feedback on escalations as needed.
• Chase open and aged calls with all resolvers.
• Assist with escalations and tasks assigned from Incident Analyst.
• Ensure a level of call quality with calls correctly logged, prioritized, and classified, and address any deviation with Service Desk.
• Action any Incident Management tasks that might be required as part of contract deliverables and ensure resolvers acknowledge call assignments.
• Coordinate all P1 and P2 calls to ensure that all calls are assigned to the correct resolver, and all stakeholders are kept up to date.
• Diagnose and resolve technical problems reported by users in a timely and efficient manner.

Core Functional Skills & Capabilities

• Troubleshooting
• Communication
• Customer Service
• Time management
• Incident Management

Core Behavioural Competencies

• Delivering Results & Meeting customer expectations
• Adhering to principles and values
• Applying expertise & Technology
• Achieving personal work goals & objectives
• Following instructions & procedures

Minimum Qualifications

• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• 2 years’ experience in a Customer Support Services and Customer Experience environment.

Certifications

• ITIL 4 Foundation preferred

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control: 

• 0

Level of Engagement: 

• Engage with external clients and internal clients.

Special Requirements / Employment Condition

• Ability to work multiple shifts

Workplace / Physical Requirements

• Full-time Client Based Position
• Non-Billable