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POST 09/283 : SENIOR CUSTOMER SUPPORT OFFICER
Key details
Job Highlight
Requirements
Competencies
- knowledge in incident management system and ITIL
- Protection of Personal information Act
- Public Service Act
- Public Service Regulation as amended
- Employment Equity Act
- Skills Development Act
- Labour Relations Act
- Public Finance Management Act
- and CGICT Policy Framework. Technical
- Reporting Skills
- MS Office Skills and Customer service focus and commitment
- teamwork
- Emotional intelligence
- Interpersonal skills
- problem solving
- communication
- presentation
- conflict resolution.
Duties
Receive, analyse and assign ICT action requests/incidents.
Creation and administration of user accounts.
Provide first line IT technical support.
Service Level Management of call centre.
Extract reports, analyse and report writing with recommendations to management to improve service delivery.
Assess IT service requests/ incident management quality, compliance and adherence to policies and procedures.
Develop and implement standard operating procedures.
Monitor IT incidents to ensure that are assigned properly and resolved on time.
Facilitate the customer communication.
Supervision of Provincial IT Customer Care Centre services and staff.
Follow up on resolved incidents to ensure end user satisfaction.
How to apply
Email: ooprecruitment8@nwpg.gov.za
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