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  • Posted: Apr 20, 2017
    Deadline: Apr 26, 2017
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    The Road Accident Fund is a state insurer established by statute, it provides insurance cover to all drivers of motor vehicles in South Africa in respect of liability incurred or damage caused as a result of a traffic collision. Liability incurred in relation to property damage (such as damage to vehicles, buildings, vehicle contents) is excluded from cover.
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    Service Monitoring Agent

    Job Description

    Purpose of the Job: Reporting to ICT Service Desk Lead, the successful incumbent will be responsible for incident management, request fulfillment, event management and monitoring of the assigned critical applications and infrastructure using various monitoring tools and techniques.

    Key Performance Areas

    • Configure and manage performance thresholds on assigned infrastructure components.
    • Assess the true states of systems instantly and receive alerts at certain thresholds so that they can be actioned.
    • Monitor the health of assigned IT Services and Systems.
    • Logging, tracking, escalating, communicating and closing of critical alerts, Incidents and Service Requests.
    • Incidents detection and recording, Initial user support; Investigation and diagnosis, resolution and recovery of service, Incident closure, incident ownership, monitoring, and communication.
    • Take remedial actions that minimize the impact of service Incidents and systems critical events.
    • Perform trends analysis on events received from systems monitoring tools.
    • Provide data on component or service trends that can be used to optimize the performance of IT services.
    • Provide users with access to various ICT systems and/or services according to the SLA.
    • Perform administrative services relevant to ICT Service Desk function.
    • Provide input to audit and risk findings relating to the Incident Management, Event Management and Request fulfillment processes.
    • Provide input to the Problem Management Process and Change Management Process.
    • Raise major Incidents’, provide impact analysis and communicate status to the team.
    • Contribute to ICT knowledge base to aid on accelerated resolution of calls.
    • Maintain a Knowledge Library of Problems and Incidents resolved.
    • Daily, Weekly, Monthly and Adhoc reporting on various

    Qualifications and Experience

    • Grade 12 plus Certified Helpdesk Professional.
    • ITIL V3 Foundation.
    • A+ and/ or N+.
    • 4 years exposure to ICT Monitoring tools such as SCOM, SCCM, Citrix Xen Centre, Netsight or HPSIM.
    • 4 years in Interactive client support environment (preferably IT) and IT systems monitoring.
    • Technical and behavioral competencies required
    • Understanding of systems monitoring concepts and management tools
    • Ability to collate and interpret data from various monitoring tools.
    • Good technical documentation skills
    • Adaptability skills.
    • Communication skills.
    • Team Player.
    • Telephone Etiquette.
    • Time management.
    • Listening skills.
    • Attention to details.
    • Customer service orientation.

    Method of Application

    Interested and qualified? Go to Road Accident Fund on www.raf.co.za to apply

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