IT Service Support Consultant at Discovery Limited

IT Service Support Consultant

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Bank

We're the world's first behavioural bank, designed with our clients in mind. We haven't changed just one thing, we've changed everything. Our main goal is to improve the financial health of our clients by helping change how they work with their money. Through Vitality Money, our clients will learn more about what it means to be financially healthy and get rewarded for managing their money well. If you are a problem solver, always questioning the way things are done, passionate about doing what is right, have the ability to change direction quickly when needed and / or love to dazzle your clients, Discovery Bank, has a job where you can be yourself and your best in an environment that is safe and nurturing.

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

Education And Experience

• 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.
• 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.