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- Oct 15, 2013
- Messages
- 379
Where are they based?
Parklands
What will they pay?
R21 500 p.m.
What do I need to know to get this job?
• BSc (IT) or IT diploma (A+; N+)
• Microsoft SQL knowledge/experience
• 2-3 years work experience in Retail (an absolute advantage)
• Good communication skills - must be able to communicate well in English & understand Afrikaans
Presenting and communicating information
Writing and reporting
• A problem solver/logical thinker
• Understanding and awareness of Problem and Incident Management Best Practice (an advantage)
• Deciding and initiating action
• Customer Focused
• A confident person who can cope with pressure and setbacks and working with unhappy customers to make them happy customers
• Work hours: Mon – Fri, 08h00 - 17h00. Person is required to be on standby for escalations after hours. Overtime work for high-level escalations is needed and is included in the annual remuneration for the position. The person will receive a company laptop, 3G and cellphone.
What will I do every day?
Initially the purpose would be to evaluate, implement and mature the use of the formal Problem and Incident Management process within the business. Perform the central management of both root-cause analysis and proactive trend analysis to ensure Superior Customer Service to our clients.
• Receive the incident or problem and review to ensure that the incident or problem was logged correctly
• Analyse the incident or problem and conduct investigations to understand the root cause or resolution to the incident or problem
• Liaise with the identified stakeholders to gain an understanding of the history of the incident and strive to determine the root cause
• Make recommendations and compile an action plan to resolve the incident or problem inclusive of assigned responsibilities and target dates or milestones
• Monitor the incident or problem management process through conducting regular meetings or telephone
• Communicate to the role players and stakeholders regularly until resolution of the incident or problem
• Produce a written Post Mortem report and distribute the report to relevant role players
• Conduct a spot check on the quality of the information captured onto the helpdesk system
• Monitor the helpdesk system to ensure that no incident or problem is closed without a proper resolution
• Monitor the system to ensure calls are closed
• Confirm that processes were followed per incident or problem and the information obtained is meaningful
• Refer to the Service Desk System and perform trend analysis on the identified incidents or problems
• Query the database using the appropriate Service Desk tool set to provide meaningful information and to determine if any trends exist
• Determine the root cause of the incident or problem and ensure all the correct documentation is made available
• Gather information and produce a trend analysis report for submission to the relevant role player
• Present trend findings to the identified role players
• Train helpdesk staff on incidents and problems that have been resolved, ensure the Knowledge Base is updated
Please send your CV to careers@navybluesuits.co.za if you wish to apply!
Parklands
What will they pay?
R21 500 p.m.
What do I need to know to get this job?
• BSc (IT) or IT diploma (A+; N+)
• Microsoft SQL knowledge/experience
• 2-3 years work experience in Retail (an absolute advantage)
• Good communication skills - must be able to communicate well in English & understand Afrikaans
Presenting and communicating information
Writing and reporting
• A problem solver/logical thinker
• Understanding and awareness of Problem and Incident Management Best Practice (an advantage)
• Deciding and initiating action
• Customer Focused
• A confident person who can cope with pressure and setbacks and working with unhappy customers to make them happy customers
• Work hours: Mon – Fri, 08h00 - 17h00. Person is required to be on standby for escalations after hours. Overtime work for high-level escalations is needed and is included in the annual remuneration for the position. The person will receive a company laptop, 3G and cellphone.
What will I do every day?
Initially the purpose would be to evaluate, implement and mature the use of the formal Problem and Incident Management process within the business. Perform the central management of both root-cause analysis and proactive trend analysis to ensure Superior Customer Service to our clients.
• Receive the incident or problem and review to ensure that the incident or problem was logged correctly
• Analyse the incident or problem and conduct investigations to understand the root cause or resolution to the incident or problem
• Liaise with the identified stakeholders to gain an understanding of the history of the incident and strive to determine the root cause
• Make recommendations and compile an action plan to resolve the incident or problem inclusive of assigned responsibilities and target dates or milestones
• Monitor the incident or problem management process through conducting regular meetings or telephone
• Communicate to the role players and stakeholders regularly until resolution of the incident or problem
• Produce a written Post Mortem report and distribute the report to relevant role players
• Conduct a spot check on the quality of the information captured onto the helpdesk system
• Monitor the helpdesk system to ensure that no incident or problem is closed without a proper resolution
• Monitor the system to ensure calls are closed
• Confirm that processes were followed per incident or problem and the information obtained is meaningful
• Refer to the Service Desk System and perform trend analysis on the identified incidents or problems
• Query the database using the appropriate Service Desk tool set to provide meaningful information and to determine if any trends exist
• Determine the root cause of the incident or problem and ensure all the correct documentation is made available
• Gather information and produce a trend analysis report for submission to the relevant role player
• Present trend findings to the identified role players
• Train helpdesk staff on incidents and problems that have been resolved, ensure the Knowledge Base is updated
Please send your CV to careers@navybluesuits.co.za if you wish to apply!