Job Description
SUMMARY:
PURPOSE:
Assign and actively coordinate the resolution of incidents to/by appropriate 2nd and 3rd line support staff in order to achieve the contracted SLA targets. POSITION INFO:
FORMAL EDUCATION:
- Grade 12
- Minimum 2 - 4 years’ experience in coordinating resolution of incidents and service requests, coordinating technical resources to achieve service levels and targets and providing reports around incident and service request resolution.
- Must be able to work shifts according to the international client requirements.
- Must be willing or able to work weekends and after hours when required.
- Manage escalations and know the escalation process
- ITIL v3 Foundation Certification (advantageous)
- N+ (advantageous)
- MCSE (advantageous)
- Manage all activit...