Talent Acquistion Consultant - Lebohang Monate
Role: Customer Data Hub Support Desk
Location - Sandton
Closing Date - Pipeline
About The Role
We are looking for a strong detail-oriented individual as a Tier-3 (last line of defence) Helpdesk/Support Desk specialist who has the skills and competencies to quickly ramp up to SME level on systems categorised as enterprise assets.
The objective is to support the resolution of incidents affecting Business Users and Clients through investigations of client data, business rules, and system behaviour.
Duties And Responsibilities
- Manage support tickets logged for data-driven systems via the Tier-3 Helpdesk.
- Ensure that incidents logged are closed within the SLA times.
- Own/Contribute to the department knowledge base by enhancing the library/guides with newly identified scenarios and resolution steps.
- Remain courteous, tactful, honest, and professional in all communication with other parties.
- Ensure that feedback and follow ups to customers is meaningful and accurate.
- Process support or information-requests from various sources (phone, email) for the purpose of providing solutions to the customer.
- Telephonically and remotely identify, diagnose, and resolve all requests to the expected quality standards
- Foster good relationships with all stakeholders
- Proactively resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management where applicable
- Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements.
- Update incidents, requests, problems, and/or events with progress and resolution details.
- Enter data into system accurately and efficiently. E.g., bulk updates & individual updates
- Maintain data entry requirements by following data regulatory procedures.
- Maintain operations by following policies and procedures.
- Understand and embrace the Nedbank vision and demonstrate the values through interactions with teams and stakeholders.
- The ability to communicate well and to capture all pertinent details when required will contribute to their success
- Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
- Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships
- Excellent client service orientation and passion for achieving or exceeding expectations
- Excellent written and verbal communication skills
- Ability to plan activities and projects well in advance, and considers possible changing circumstances
- Ability to work well in a pressurized environment
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
- Technically minded with strong fault finding and problem-solving abilities
- A can-do attitude and willingness to bring positive energy to any situation
- Organised & Data-centric
- Sense of urgency and deadline driven
- High attention to detail
- Team player and must be able to work independently
- High commitment, proactive
- Eager to learn and constantly improve
- At least 5 years working experience in an Business Operations/Technical Services environment
- Tertiary qualification relevant to the role
- Proven SME level of work experience (system functionality, business processes, workflows)
- Exposure to ERM/DCAR processes and client data (MDM/Eclipse) is preferred
- Background in any Data analysis (tools & methodologies) is beneficial
- ITIL Foundation certification will be beneficial
- Banking experience will be preferable.
