Coordinator: Problem Management (FTC)

Job Purpose

• To facilitate and coordinate the management of high severity incidents and the investigation of the cause of problems.

Education and Experience

Minimum Qualification & Experience Required

• National Diploma (NQF6) in Information Technology AND 2-3 years’ experience in an Information Technology environment, of which 1-2 years is at knowledge worker level.

ALTERNATIVE#

• Senior Certificate (NQF4) AND 5 years’ experience in Information Technology environment, of which 1-2 years is at knowledge worker level.

Job Outputs:

Process

• Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.
• Take accountability for delivery of contracted work outputs within agreed parameters, quality standards and client service targets.
• Plan and organise own work tasks within area of work.
• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability.
• Ensure quality of work content, quick turnaround, prioritise, minimise mistakes and continuously improve quality, service and standards.
• Communication of transactional outputs and queries in area of work.
• Deliver on contracted performance objectives according to set procedures and agreed service level agreements. 
• Embrace change initiatives and positively contribute to the success thereof within area of accountability.
• Identify problems, apply known solutions in line with procedures or guidelines and escalate unresolved problems.
• Plan and organise own work in an effective and efficient manner to reach agreed performance objectives.

Governance

• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.

People

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

Finance

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

Client

• Ensure own understanding and adherence to customer service delivery in order to meet or exceed customer expectations.
• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.

Behavioural Competencies

• Accountability
• Honesty and Integrity 
• Fairness and Transparency
• Trust
• Respect
• Problem Solving and Analysis

Technical Competencies

• Computer Literacy
• Functional Policies and Procedures
• Business IT Systems
• IT Strategy and Planning
• System Thinking
• Standard operating procedure compliance

Deadline:3rd April,2026

Tagged as: Employment