Ensure all operations system errors and enhancement requests are resolved efficiently the first time and every time. Acknowledge the businesss request, investigate and understand the request to sort, prioritise and describe the problem and solution and resolve the need (or manage the resolution performed by other support areas) by using standard methods and execution cycles which will govern the quality and delivery of the solution in a manner that eliminates rework and business disruption.
Responsibilities
Client & Customer Management (Internal and External)
Help manage internal and external clients by using relevant vendor or client systems activities and providing support to others.
Quality Testing
Perform a specified range of tests to verify that specifications are met and to escalate errors that do not meet required specifications.
Customer Service
Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Data Management
Use data management systems to access specific information as and when required.
Work Planning
Organise own work schedule each day in line with changing priorities & plan and manage outstanding changes and ensure timeous completion.
Personal Capability Building
Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Administration
Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
User Support
Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service level targets to support the business effectively.
Operational Compliance
Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
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GENERAL EDUCATION
Grade 12/ SAQA Accredited Equivalent (Essential)
A+ Certification (Advantageous)
N+ Certification (Advantageous)
ITIL Foundation Certification (Advantageous)
General Experience
1 - 2 years experience in a service desk or end-user support role (Essential)
- SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
