IT Service Support Consultant at Discovery Limited

Job Purpose

• To resolve logged client technical calls (tickets), interact with clients and achieve a high rate of first call resolution for technical queries.

Areas Of Responsibility May Include But Not Limited To

• Field technical client interactions allocated to the service desk while providing a client centric interaction that manages their expectation. Gauge the urgency of the request through information provided and escalate as necessary.
• Throughout the duration of the incident ticket, maintain ownership, update ticket information and status while continuously feeding back to clients. Verify issues that have been resolved
• Determine and document root cause issues, with the objective of feeding back to internal units to prevent or reduce incident occurrences. Diagnose possible fixes/work-around, evaluate and eliminate possible causes.
• Log all issues and incidents by invoking the incident management process.
• Evaluate sets of incidents to establish common trends/ patterns and feedback to the relevant teams and
• forums.
• Builds rapport with clients through multiple channels e.g. calls, web, chat and video.
• Knowledgeable on all aspects of the bank’s products and platforms and is able to resolve the technical
• queries and escalations related to these while offering alternatives for client retention.

Personal Attributes And Skills

• Excellent interpersonal and negotiation skills.
• Ability to communicate clearly, concisely and professionally.
• Takes initiative and works under own direction and thus independently.
• Product, process and customer champion.
• High degree of accuracy and attention to detail.
• Works in a systematic, methodical and orderly way.
• Ability to deal effectively with people on a daily basis.
• Team player with good conflict resolution skills.
• Ability to work with confidential correspondence/information.
• Relates well to people at all levels.
• Ability and willingness to work flexible hours if required.
• Works productively in a pressurized environment.

 Education And Experienc

• Matric (Grade 12) – Essential.
• MCSE qualification / ITIL Foundation certification.
• 2 Years working experience as a Service Desk Analyst.
• Additional requirements - 24 x 7 Shift work.
• Independent transport is a requirement.
• Client servicing - at least 6 months working experience in a client service role.
• Exposure to Mobile application support preferred.
• Knowledge of the financial services or banking industry preferred.