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  • Posted: Mar 3, 2022
    Deadline: Not specified
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  • Deloitte is one of the country's leading professional services firms in Southern Africa, and is dedicated to assisting companies succeed in the business environment- whether it be through our tax, audit, consulting or financial advisory services. At Deloitte, we understand that solutions are not just a static one dimensional report, but rather, an integrated...
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    DTS IT Coordinator/Administrator - Internal Client Services - ATS

    Job Description
    Main Purpose of Job

    To provide an efficient and effective co-ordination role within a team, service line or service area e.g.  processes, function, customer satisfaction etc., requiring some guidance or direction from superior

    Differentiators for this specific role

    • Monitoring of SLA (Service Level Agreement) of calls (SLA target is 98%)
    • Training and guidance to staff on correct processes and procedures as well as new technology.
    • Reports
    • Process Improvement and Optimization
    • SLA and call stats
    • Project Involvement

    Key Performance Areas:

    Strategic Impact

    • Co-ordinates activities/ events for the team, function, or service area in support of the defined strategic objectives
    • Performs daily checks on tools to ensure the team is adhering to governance model.

    Client Impact: External / Internal

    • Monitor’s client needs relating to role and adapts to changing requirements
    • Defines and proposes ways to improve processes and /or systems to enhance the delivery to the business

    Operational Effectiveness

    • Effectively coordinates processes to ensure that deadlines are met
    • Effectively communicates with the team and the client.
    • Checks for accuracy in all processing of information
    • Mitigates risk factors through thorough evaluation of requirements and documentation
    • Provides accurate and detailed reporting as relevant to the role
    • Supports team / business with assistance on overflow work that arises to ensure effective delivery to business
    • Works within approved budget and timelines
    • Ensures that calls are answered effectively and assigned correctly to achieve adherence to SLA/OLA
    • Follow up with clients & Feedback from escalations and surveys
    • Monitor SLA/OLA levels and open calls that are breaching thresholds or have been paused. To ensure SLA/OLA levels are met, and calls do not become dormant.
    • Re-allocation of tickets to correct teams / persons where necessary.
    • Ensuring staffing levels are sufficient in relevant area’s to support business needs.
    • Co-ordination of training initiatives.
    • Organizes workload to ensure deadlines are met, schedules work assignments in order of priority, urgency and date received.

    Development/Growth of Team

    • Actively works to address own identified development areas
    • Guides junior admin / co-ordination staff on effective processes and standards

    Budgets / Profitability

    • Effectively uses time, equipment, and resources
    • Accurately and timeously records any costs incurred in work processes, including, but not limited to standby allocations/payments

    Qualifications
    Minimum Qualifications

    • ITIL Certification, Diploma (1 year)
    • Desired: Diploma (3 years), Advanced Excel Courses, Power BI Knowledge

    Minimum Experience

    • 2 years within a similar role or a reporting role
    • Desired: 4 years’ working experience, 3 years in a similar role

    Technical Competencies

    • Sound knowledge of all work processes related to the role
    • Good reporting skills
    • Good all-round experience of ITIL as well as Information and Communication Technology (ICT) services industry
    • ITIL Foundation Certification
    • Knowledge & understanding of managing SLA
    • Competent in full Microsoft Office suite
    • Advanced understanding of Excel spreadsheets, functions, and processes
    • Excellent reporting skills. Ability to gather and analyse statistical data and generate reports
    • Knowledge of planning and scheduling/rostering techniques.

    Additional Information

    Behavioural Competencies:

    • Effective communication skills, both written and verbal
    • Excellent attention to detail
    • Willingness and a desire to learn at a rapid rate
    • Planning and organising skills
    • Focus on delivery, must be results orientated and analytically minded
    • Understanding and a drive to enhance the client experience
    • Strong relationship building and interpersonal skills at all levels
    • Ability to solve more complex issues without assistance
    • Good business acumen
    • Ability to produce results when specified targets are set
    • Ability to resolve difficult or stressful customer service issues
    • Good listening skills
    • Ability to perform complex tasks and to prioritize multiple deliverables
    • Ability to adapt to continuous business process changes within the environment

    go to method of application »

    Deloitte Consulting: Delivery Center - Graduate (JHB)

    What you will do?

    We support our bright young talent with a collaborative, open culture where you have a voice and bring your great ideas to life. After an immersive Consulting 101 training boot camp, you’ll be exposed to a variety of Deloitte Consulting offerings or industries. This enables you to make an informed decision on where your passion lies and to become a well-rounded Consultant.

    You will be an integral part of the team from day one, working face-to-face with leaders or clients on projects in Consulting. This is an opportunity for you to become a highly sought-after Deloitte Consultant, offering a scarce skillset underpinned by global excellence and a recognised brand.

    We’re looking for ambitious graduates who are keen to play an important role in #makinganimpactthatmatters.

    The diversity of our services, our clients, the industries that we serve, in addition to our people is why we believe Deloitte Consulting is the #1 place to launch your career.

    Interested? Apply now #DeloitteConsulting #Deloitted.

    Qualifications
    We encourage applications from a diverse range of degrees, with strong academic results, such as:

    • Computer Science
    • Computational and Applied Mathematics
    • Information and Systems/ Technology
    • Engineering – All streams 

    Competencies required:

    • Self-motivated
    • Analytical
    • Flexible
    • Resilient
    • Intellectually curious
    • Proactive
    • Collaborative
    • Creative problem solvers
    • Community Impact Maker

    go to method of application »

    Deloitte Consulting: Delivery Center - Graduate (KZN)

    What you will do?

    We support our bright young talent with a collaborative, open culture where you have a voice and bring your great ideas to life. After an immersive Consulting 101 training boot camp, you’ll be exposed to a variety of Deloitte Consulting offerings or industries. This enables you to make an informed decision on where your passion lies and to become a well-rounded Consultant.

    You will be an integral part of the team from day one, working face-to-face with leaders or clients on projects in Consulting. This is an opportunity for you to become a highly sought-after Deloitte Consultant, offering a scarce skillset underpinned by global excellence and a recognised brand.

    We’re looking for ambitious graduates who are keen to play an important role in #makinganimpactthatmatters.

    The diversity of our services, our clients, the industries that we serve, in addition to our people is why we believe Deloitte Consulting is the #1 place to launch your career.

    Interested? Apply now #DeloitteConsulting #Deloitted.

    Qualifications
    We encourage applications from a diverse range of degrees, with strong academic results, such as:

    • Computer Science
    • Computational and Applied Mathematics
    • Information and Systems/ Technology
    • Engineering – All streams 

    Competencies required:

    • Self-motivated
    • Analytical
    • Flexible
    • Resilient
    • Intellectually curious
    • Proactive
    • Collaborative
    • Creative problem solvers
    • Community Impact Maker

    Method of Application

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