BCX takes care of your technology needs so that you can take care of your business. The services and solutions we create get your business ready for the future. We have the insight, expertise and experience to handle digital requirements for the steepest skyscrapers and the smallest start-ups. We cater for a wide range of business transformation requirements...
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Core Description
- An IT asset management specialist is responsible for managing all the hardware and software resources of the organization. The role covers Hardware Management and Software Management which includes the software tools the organization’s infrastructure, and other digital systems and services.
Key Deliverables / Primary Functions
- Act as the HAM representative to initiate, onboard and deliver on new or existing Hardware contracts within the agreed scope. Must have an excellent understanding of the Hardware Asset Management Lifecycle
- Review, Develop and Maintain Hardware Asset Management policies, processes and procedures to cater for the full IT Asset Lifecycle
- Ensure accurate updates to the Hardware asset records, including inventory information, location details, user details etc based on the processes implemented and related calls logged.
- Perform Book-to-Floor and Floor-to-Book audits of the Production Environment and IT Stores to identify potential areas of improvement
- Monitor and ensure KPIs and targets are met and prepare & deliver monthly KPI reports to the client on the status of the service.
- Schedule and lead meetings with the HAM Team, Senior Management and Clients to report on the state of the service, challenges, highlights and Lowlights and Improvement initiatives
- Prepare meeting presentations, reports and minutes for review by the ITAM Senior Manager.
- Report any potential risk to the service as identified to the ITAM Senior Manager promptly.
- Review the Asset Baseline accuracy and implement corrective actions where required to increase the accuracy to an agreed level
- Create and automate reporting on the HAM services to provide transparency to the clients and visibility to the teams on areas of improvement
- Onboard new HAM clients including managing wall to wall audits, creating upload sheets, verifying upload accuracy, refining IT Processes to cater for client specific requirements
- Create and Implement HAM Call and Task Templates at the Service Desk
- Ensure contractually agreed to deliverables for HAM is provided to the clients
Core Functional Skills & Capabilities
- Customer Orientation
- Technical Report writing
- Data Analysis
- Cybersecurity Tools & Solutions
- Cybersecurity Governance & Framework
- Microsoft Office
- Business Partnership Management
Core Behavioural Competencies
- Job Match
- Delivering Results & Meeting customer expectations
- Creating & Innovating
- Leading and supervising
- Persuading and Influencing
- Working with people
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 5 years’ experience more in a ITAM position implementing, maintaining and managing IT configuration management in a complex IT environment.
OR
- Grade 12 & 7 years’ experience in a ITAM position, maintaining and managing IT configuration management in a complex IT environment.
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
- Span of Control 0-1
- Level of Engagement Interacting with clients as well as relevant stakeholders within BCX
Special Requirements / Employment Condition
- Ability to work extended /long hours as and when required
- Drivers Licence and Reliable Vehicle - both required
Workplace / Physical Requirements
- Hybrid Remote Worker
- Billable
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Core Description
- The main purpose of this position is to execute cabling related installations, ensuring optimum and cost-effective hardware engineering services while maintaining a high level of customer satisfaction
Key Deliverables / Primary Functions
- Install and maintain new UTP and fibre data cables, maintain existing data cables, attend to logged project calls as requested by the Call Centre or Cabling Project Team, troubleshoot cabling related problems and ensure that the correct support standards are adhered to.
- Assume accountability for the quality of service by ensuring that the customer’s standards and specifications are adhered to and ensuring that BCX Field Services and the Client’s standards are kept through no re-opened incidents.
- Take responsibility for control of the stock issued, including mobile device (PDA), ensure adherence to all stock related processes, notify relevant managers of stock issues, and reduce wastage.
- Ensure that all relevant documentation is completed timeously and accurately.
- Communicate with Management on any relevant information, ensuring regular notification of any problems identified within the assigned area.
- Ensure that any Company assets utilised are cared for in a proper manner.
- Ensure compliance to all Health and Safety standards, both BCX Field Services and their Clients, and report any unsafe conditions to management.
Core Functional Skills & Capabilities
- Customer Service
- ICT Knowledge
- Problem solving
- Technology Consulting
- Teamwork
Core Behavioural Competencies
- Job Match
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Following instructions & procedures
- Working with people
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum 2-years’ experience in cabling installation and maintenance.
Certifications
- UTP Cabling Certification
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
- Required to travel locally
- Valid Drivers license
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
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Core Description
- Provides remote support and assistance to BCX clients. Determining root cause and finding appropriate solutions that satisfy the clients’ needs.
Key Deliverables / Primary Functions
Clients
- To provide excellent service quality
- To ensure that all customer queries are responded to in CTR.
IT Technical Team
- To work hand in hand and maintain relationship with the IT Technical support team members to provide effective and efficient service to customers.
Technical Team Leader
- To receive, support and supervision on day-to-day actives to ensure customer satisfaction.
- To assist with escalated client queries and ensure they are resolved timeously.
Technical Support Manager
- To escalate unresolved logged client queries and ensure they are resolved timeously.
Operations
- Provide remote support services.
- Respond to calls within CTR.
- Investigates reasons for problems and solves them for clients.
- Follows up on all outstanding queries timeously as per the SLA per client.
- Always follow incident management process when on duty.
- Redirect any problems or incidents that may occur to the correct resource.
- Identify and escalate recurring problems and situations to both the technical team Leader or Technical support Manager.
- Track and route logged problems and requests.
- Update resolved calls on the call logging system
- Span of Control : None
- Level of Engagement :Engagement will all levels within the organisation, internal and external to the business.
Core Functional Skills & Capabilities
- Computer Literacy
- Information Management
- Attention to detail
- Microsoft Office
Core Behavioural Competencies
- Culture Match
- Job Match
- Deciding & Initiating Action
- Working with people
- Delivering Results & Meeting customer expectations
- Persuading and Influencing
- Applying expertise & Technology
- Coping with pressures & setbacks
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum of 2 years’ experience in a Helpdesk
Certifications
- A+
- Microsoft Certifications
- N+
- Relevant Certification will be an advantage
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
- Valid Drivers license
- Ability to cope under pressure
Workplace / Physical Requirements
- Hybrid Remote Worker
- Billable
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Core Description
- Responsible for participating in the scoping and implementation of large and complex SAP Solutions for clients. Ensure that end to end implementations and support services meet client requirements.
- Responsible for preparation and contribution to the process design and configuration. Provides direction to other consultants and may have supervisory responsibilities when required.
Key Deliverables / Primary Functions
- Complete projects and deliver quality solutions to clients in time, within budget and to agreed scope. Ensure projects and solution deliveries have the required documentation, testing plans, etc.
- Meet deliverable requirements/service level measures/specific targets. (e.g.: Meeting SLAs confining to quality requirements)
- Drive and actively participate in designing and developing fit for purpose solutions for clients through obtaining and analysing business requirements and researching best practice (R&D).
- Generate leads and identify opportunities to sell new solutions to clients. (e.g.: Feasibility analysis of Retail processes that can generate new SAP business)
- Respond to client RFP's, etc
- Ensure that all potential risks that may impact on the performance and success of the department are identified, escalated and mitigated
- Ensure high quality work processes during all support/project cycles through the defect management process to ensure a high-quality solution.
- Create re-usable solution, process or work product (Technical/Non-Technical) that can save time, efforts and eliminate errors of self/others. Knowledge dissemination. (e.g.: Conduct Technical/domain training to enhance skills of team members)
- Ensure personal billable hours meet agreed target ranges Submit timesheet in time according to BCX policies and procedures.
- Knowledge creation and storage. e.g.: Document all new processes/activities, configuration and store on the knowledge management server
Core Functional Skills & Knowledge
- SAP Products and Solutions knowledge SAP Application Lifecycle Core
Behavioural Competencies
- Developing and implementing account plan or strategy
- People / Team Leadership
- Decision Making
- Meeting customer expectations
- Communication and Impact
Job Match Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce OR
- NQF 4: Grade 12
Additional Qualification preferred or advantage
- Experience 5 years of SAP consulting experience including 2 Full Lifecycle implementations OR
- If the highest qualification is grade 12, 7 years of SAP consulting experience including 2 Full Life cycle implementations
- Certifications SAP certified Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
- Interacts with colleagues at same level, senior management internally and within client environment
Special Requirements/ Employment Condition
Workplace/Physical Requirements
- Full-time Office Based position.
- Billable
Method of Application
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