Specialist Customer Service Desk Support
Gauteng, South Africa
2d ago
source : findojobs-za

CORE DESCRIPTION : Responsible for developing, automating, and maintainingallCFC Service Desk and Monitoring related reports and processes both operational and contractual into a user- friendly interface.

Standardiseallreporting according to the new CFC Service Desk support model and processes to ensure a common understanding and interpretation of reports internal and external to the CFC.

Ensure the accuracy and timeliness of reporting delivery within the CFC. Develop, refine, and maintain the CFC reporting register containingallreports sent and received by the department.

  • In depth understanding the Service Desk and Monitoring environment, processes, and related toolsets
  • Relate current contractable deliverables on measurements into reporting deliverables in line with operational processes
  • Understand the impact of current and planned BCX automation and innovation initiatives (like DWP, chatbot etc.) and match output required for these changes in line with customer demand
  • Present reporting principles and automation to managers and customers
  • Develop and automateallreports required to timely measure the CFC Performance agreements targets daily, weekly, monthly and month to date
  • Analyse data to identify and provide input to solving operational challenges
  • Initiate the change management process per customer for changes to current reporting criteria and layout
  • Obtain customer sign-off and take part in UAT testing of reporting deliverables
  • Compile and communicate relevant criteria and related systems
  • Prepare training guides for CFC staff to use and interpret the reporting provided
  • Perform necessary customer change management activities in preparation to launch developed services
  • Continuous improvement initiatives in terms of operational Service Desk and Command Centre processes that can be automated and simplified EXPERIENCE :
  • If 3 Year degree / diploma (NQF 6) : A minimum of 5 years’ related experience In Service Desk related support role.
  • If Grade 12 (NQF 4) : A minimum of 7 years’ relevant experience in Service Desk related support role.
  • Experience should include the provisioning of Service desk expert reporting and automation strategies, as well as setting up virtual infrastructure related to Service desk reporting of which at least 2 years in a senior role QUALIFICATIONS :
  • 3 Year degree / diploma (NQF 6) in IT / Business / Commerce or Computer Science related field.
  • Alternatively, Grade 12(NQF4) with relevant IT certification
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