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Incident Management
Job Ref
273111
Job Type
Contracting
Employer Type
Recruitment Agency
Date Added
19 Apr 2017
Expiry Date 3 Jun 2017
Expiry Date 3 Jun 2017
* There have been 11 applications to this job.
* This job has been viewed 1571 times.
Employer:
Datacentrix
Location:
South Africa
Salary:
Negotiable
Benefits:
Role details:
- - - - - - - - - - - - - -
Prestigious company based in Kempton Park is looking for an Incident Management to jointheir dynamic team on a 12 months renewable contract.Experience &Skills
Education
A+ certification
N+ certification
MCSE
Accredited Coach / coaching certification
ITIL Foundation anadvantage
ITIL Incident Management certification – an advantage
Experience &Skills
3-5 years related Incident Management experience within an ITService Desk environment
Knowledge of helpdesk operation
Knowledge of IT bestpractices, industry trends and customer service
Strong mentoring and coaching ability
Responsibilities:
Incident Management
Responsible for all incidentsbeing resolved within the defined time as per agreed business SLA
Manage incidents duringtheir life cycles ensuring the right resources are attempting to resolve the incident as quickly aspossible
Ensure constant communication with Service Desk staff
Ensure focus isgiven to higher priority incidents during attempts to restore services
Ensure for everyincident, that all journals are completed by all required staff (Field Service Agents’(FSA’s)/ Service Desk Agent’s (SDA’s) / 2nd Level Experts’ (2LE’s) /3rd Level Experts’ (3LE‘s) during the life cycle of an incident
Ensure thatevolving incidents get reprioritised when necessary
Ensure escalations are managed and/assist with escalations to management
Follow up with management both internally andexternally with regards to service providers to ensure related queries / issues have been resolvedtimeously
Only candidate who meet all the requirement will be considered. CV’sto be submitted to KMatsemela@datacentrix.co.za