Ops Specialist: Incident Management at BCX

Core Description

• To coordinate calls between different resolver groups to assist in reducing aged calls, SLA breaches and call hops.
• Address client escalations and feedback on calls as needed.
• Providing over all Incident Management function to the client.

Key Deliverables / Primary Functions

• Coordinate between resolver groups including Client and Vendor support groups, within the Service Level Agreement.
• Respond to Client queries in accordance with the SLA.
• P1 and P2 Coordination, ensuring calls are coordinated to the correct resolver and all stakeholders are kept up to date.
• Review call quality, review if calls are correctly logged, prioritized and classified, address any dedication with Service Desk and Quality Management.
• Assist with any Incident Management Tasks that might be required as part of SLA deliverables.
• Assist with any escalations and tasks assigned from Management.
• Attend Meetings and Assist with reports with regards to Incident Management.

Core Functional Skills & Capabilities

• Incident Management
• Technical Report writing
• Microsoft Office
• Communication
• Customer Relationship Management (CRM)

Core Behavioural Competencies

• Working with people
• Delivering Results & Meeting customer expectations
• Coping with pressures & setbacks
• Adapting & Responding to change
• Following instructions & procedures

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 3 Years experience in IT support and IT Incident Management

Or

• 5 Years experience in IT support and IT Incident Management

Certifications

• ITIL 4 Foundation preferred

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition

Workplace / Physical Requirements

• Full-time Client Based Position
• Billable