Specialist IT Operations Support at Innovation Group South Africa

Description  

•   To provide professional support services to the Innovation Group and their clients, assistance to other teams within in Technology and afterhours support when required.
•  Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
•  Conducts trend analysis of series data to determine common occurrences and recurring issues. Implement improvements observed.
•  Acts as liaison between users and information technology department on problem areas, managing client expectations and incidents.
•  Manage the implementation of processes and process adherence within the IT Operations area to facilitate the mitigation of risks, growth of the department's services or improve customer services.

Education – Essential:

•  A Matric Certificate or Equivalent NQF Level 4 Qualification
•  ITIL foundations certified.

Education – Preferred:

•  Qualifications in ITIL specialist intermediate courses would be an advantage.
•  A bachelor's degree IT/Computer Science or equivalent would be an advantage.
•  Information Security accreditation would be an advantage.

Experience – Essential:

•  A minimum of at least three years' experience as a Service Desk agent within the Technology field
•  Regular participation in incident management for Severity 1 and 2 incidents

Experience – Preferred:

•  Experience as a Service Manager within the Technology field
•  Experience in ITIL process implementation and management
•  Experience in IT audit and compliance management

Key Responsibilities    

• Finance
•  Grow the value of Global IT Operations with regards to IT compliance, customer service management, service delivery and benefits.
•  Continual iterative improvements on processes to be made to delivery operational efficiencies that contribute to the success for the company - efficiencies, productivity, stability, compliance, risk reduction/elimination. Optimisation and automation.
•  Improve visibility and monitoring through reporting. Timeous, professional reporting. Conducts trend analysis of series data to determine common occurrences and recurring issues.
•  Analyse reports to identify areas of improvement, growth or risks. Ensure meaningful reporting to drive continual service improvement.
•  Implement improvements, growth and risk mitigation.
•  Assist in the management and upkeep of the Fresh Asset Inventory.

Customer

•  Timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
•  Build strong relationship in the Technology team and with the Business teams.
•  Ensure the effective interaction with direct staff, clients (internal & external), auditors, business partners, suppliers, service providers, subsidiary companies, business units and divisions.
•  Manage assigned projects end to end according to project standards. The focus on how projects is managed in order to reach the end result.
•  Build and maintain business relationships with stakeholders.
•  Manage the Global Service Desk processes to ensure all processes have been documented, communicated and trained.
•  Manage escalations and ensure timely feedback.
•  Identify areas to improve customer experience and to align with customer needs.
•  Help to manage ticket queues and the progression of tickets where needed.
•  Create and maintain Fresh Analytics reports to provide meaningful information to clients on a regular basis.
•  Help to administrate the Fresh Service Desk instance.

Risk and Governance

•  Participate in client, security or compliance audits where required.
•  Internally audit team processes to identify corrective actions and ensure process alignment. Correct processes where needed or implement controls to mitigate risks.
•  Ensure that all scheduled Audit tasks are completed in the specified time frame, ensure that the scheduled tasks are updated with the information required before resolving the ticket.
•  Audit the Monthly HR termination control process for all regions.
•  Ensure that agents are kept up to date and trained on new processes and procedures rolled out within the GSD.
•  Implement new processes with appropriate documentation and communication.
•  Self and team adherence to policies, procedures, processes, and house rules. Ensure the GSD follow the GDPR and POPI acts when we work with personal information.
•  Raise non-compliance with management so that the item can be addressed to mitigate or reduce risks.
•  Adhere to the Incident management and change management policy to manage impacting incidents and assist with change management.

People

•  Train staff members in the Technology processes.
•  Form part of a culture of ownership and accountability throughout the organization in support of our values. Demonstrate how you live out the values daily.
•  Own development through personal growth and studies.
•  Actively participate in team initiatives and functions. Motivate team and assist in creating an environment that contributes to employee wellbeing and growth.
•  Encourage frequent knowledge sharing between team members.