Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Jan 29, 2025
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    We are the only company in South Africa that partners with the South African Reserve Bank to collect all new banknotes and coins for distribution. We work closely with our four shareholding banks and customers Absa Group Limited, First National Bank, the Standard Bank of South Africa Limited and Nedbank Limited. We use the latest technology to count and ...
    Read more about this company

     

    Service Desk Co-Ordinator

    Description

    • A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
    • To execute incident, service request and problem management through compliance with specific policies and SOP’s on a daily basis.
    • To ensure that repeat incidents are proactively identified and escalated to the Service Desk Manager
    • The Service Desk Coordinator is responsible for the management of incidents and requests in order to achieve Service Level Agreements.
    • Effective verbal and written communication to the customer is a primary requirement for this role.
    • This role must ensure that vital information is communicated to the customer.
    • A Service Desk Coordinator is responsible to drive various resolver groups internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a call until total closure.
    • Adherence to call lifecycle processes and procedures.
    • Ensure the phone is always answered timeously, in a professional manner and that the relevant soft skills required are displayed on every customer interaction
    • Display professional, helpful, responsive behaviour and a willingness to assist the users at all times
    • Ensure 98% of all calls are answered within 30 seconds.
    • Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
    • Provide a professional and efficient communication between the business and the customer
    • Ensure the call classification matches the call description
    • Ensure detailed and accurate solution is captured into the call when resolving the call
    • Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle
    • Responsible for the constant verification and validation of information entered into the Service Desk Application to ensure that a high quality of information is achieved and maintained.
    • Act as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers etc.
    • Ensure that all IT incidents are logged, without exception
    • Record details of all incidents, timeously and accurately paying particular attention what the actual issue reported was
    • Ensure customer satisfaction survey feedback targets are met.
    • It is vital the individual has a good understanding of the Service Desk processes, policies and the respective customer processes and policies.
    • Must ensure that all calls are efficiently tasked to the correct resolver team for timeous resolution of calls within SLA
    • Track and update calls via activity/work log updates
    • Responsible for the escalation of P1 incidents via Voice communication and Email.
    • Responsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and restore the Service affected
    • Responsible for providing the user with regular feedback on the progress of the incident
    • Responsible for ensuring that a activity/work log updates within Call management system records the activities taken during the incident life cycle to reach a resolution
    • Responsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the user
    • Responsible for following up of all reassignments to ensure that calls do not breach
    • Monitor the progress of all calls assigned and ensure that all steps are taken by the right resource to
    • resolve the call before it breaches

    Requirements

    • 2+ years’ experience in a service desk or call centre role

    Requirements Qualification

    • Matric
    • ITIL v3 Foundation
    • Soft Skills training
    • Qualifications pertaining to the customer service industry

    go to method of application »

    Human Resources Adminstrator (YES Learner)

    Description

    • HR Service Delivery and Administration at the Centre
    • Deliver the end-to-end HR service and administration for the centre.
    • Responsible for creating, updating and maintaining manual and electronic personnel records and filing accordingly in ated POPIA and PAlA legislation.
    • Administer and provide the following documentation per company and legislative standards:
    • External claim documentation and processes, including Injury on Duty (IOD), Death and Disability ICAS referrals.

    Internal documentation, including but not limited to:

    • Signed job profiles and PPAs
    • Engagement forms
    • Termination forms
    • Provident Fund
    • Safarian Alexander Forbes Nomination forms
    • Spouse insurance
    • Increase letters
    • Bonus provision
    • Acknowledgement of Debts
    • Leave forms and supporting docs
    • Adhere to HR procedures and processes within the centre.
    • Psychosocial issues (depression, anxiety, etc.) Culture and Climate
    • Drive the change process and take responsibility and accountability within the center Manager.
    • Drive organizational cultural activities in line with the business strategy and value
    • Drive culture/climate survey completion. Change and Culture Ambassador
    • Lead from the front as an ambassador and executor of change initiatives
    • Motivate, direct and influence employee behavior to achieve business goals during production
    • Drive the SBV values while inspiring confidence and generating excitement, enthuse
    • Drive a clear and consistent message/narrative on a case for change to the initiate changes as the business.
    • Initiate and lead a culture of performance driven output through shared purpose, vision.
    • Act as a change management architect in periods of change to ensure continuity to operations
    • Manage the integration of CIT and Processing into a seamless end to end solution for customers
    • Effectively communicate and embed new processes and procedures as they occur addressing or escalating matters / concerns to the SME’s (subject matter experts) when required
    • Facilitate the necessary presentations, workshops or forums in order to ensure consistent and accurate communication is given across one’s centre/s

    Requirements

    • Studying towards a Human Resources Degree/Diploma
    • Grade 12 or HR Diploma

    Method of Application

    Use the link(s) below to apply on company website.

     

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at SBV Services (Pty) Ltd. Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail