Coordinator: Incident & Request Mngt (FTC)

Job Purpose

• To coordinate the timely resolution of incidents and the timely fulfilment of service requests on a national basis.

Education and Experience

Minimum Qualification & Experience Required

• National Diploma / Advanced Certificate (NQF 6) in Information Technology AND 3 years’ experience in IT Service Management, Service Desk, or Incident Management environment, of which 1 – 2 years is at a knowledge worker level.

ALTERNATIVE #

• Senior Certificate (NQF 4) AND 5 years’ experience in IT Service Management, Service Desk, or Incident Management environment, of which 1 – 2 years is at a knowledge worker level

Job Outputs:

Process

• Coordinate the logging, prioritisation, tracking, escalation, and closure of IT incidents and service requests.
• Ensure incidents and requests are managed in accordance with ITIL processes and internal SOPs.
• Communication of transactional outputs and queries in the area of work.
• Deliver on contracted performance objectives according to the set procedures and agreed service level agreements.
• Embrace change initiatives and positively contribute to the success thereof within the area of accountability.
• Identify problems, apply known solutions in line with procedures or guidelines and escalate unresolved problems.
• Plan and organise own work effectively and efficiently to reach agreed performance objectives.
• Report on transactional activity progression within set guidelines to provide timely information for decision-making in the area of accountability.
• Ensure quality of work content, quick turnaround, prioritise, minimise mistakes and continuously improve quality, service and standards.
• Route requests and incidents that cannot be solved to the correct second line support group.
• Develop and maintain productive working relationships with peers, SARS role players and third parties to achieve predefined objectives.
• Experience coordinating Major Incidents in an enterprise environment.

Governance

• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
• Ensure that completed work adheres to relevant policies, procedures, governance and legislative requirements and report on deviations & discrepancies.

People

• Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
• Drive own performance and development to achieve and improve work outputs in line with required response time, quality and service delivery standards.

Finance

• Adhere to specified policies, standards, legislation and procedures to prevent wastage of resources, unauthorised expenditure and wasteful expenditure and report violations.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides an opportunity for feedback and exceptional service.
• Ensure own understanding and adherence to customer service delivery to meet or exceed customer expectations.
• Monitor and escalate incidents and requests to ensure agreed Service Level Agreements are met.

Behavioural Competencies

• Accountability
• Customer Service
• Fairness and Transparency
• Honesty and Integrity
• Respect
• Stakeholder Engagement and Management
• Trust

Technical Competencies

• Customer Relationship Management
• Functional Policies and Procedures
• Query Resolution
• SARS Systems Products
• Standard operating procedure compliance

Tagged as: Employment