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ICT CLIENT SUPPORT MANAGER

Job Ref
254045
Job Type
Permanent
Employer Type
Company
Date Added 22 Jun 2015
Expiry Date 20 Jul 2015
* There have been 51 applications to this job.
* This job has been viewed 5958 times.
Employer:
The Rand Mutal Assurance Company Limited

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
Core purpose of the Job:

To effectively and efficiently perform the function of ICT Client Support Manager and thereby ensure that the client support and services are available at the agreed quality, service levels and agreed times to enable business to fulfil their purpose.
Responsible for managing the relationship with customers/clients in a way that understands, anticipates and manages the needs of current and potential customers to balance return on investment with maximum customer satisfaction.
The responsibilities include activities relating to the management of the ICT client support teams and of the client relationships. Ensure that quality and satisfaction levels with ICT client support services remain high. Manage the day-to-day running of the teams by providing management and technical support to the ICT support teams on a day-to-day and on an ongoing basis.
Manage projects relating to the improvement of services.
- - - - - - - - - - - - - -
Minimum Requirements:

Bachelor’s degree or Diploma
Computer literacy (MS Office, Excel, PowerPoint - Intermediate)
A relevant Information Technology qualification.
5 years working experience in the management and supervision of staff with at least 2 years in the Information Technology environment in client support.
Extensive knowledge of ICT related systems and technology. (Business Process Mapping, Systems Design, Testing, IT Business Support, Project Management, etc.).
Proven experience in implementation and managing of ICT related projects.
Proven experience in managing IT Client / Business Support Teams and relationships.
Project management skills
Experience in handling major system implementations and support
Customer Focus

Competencies:

Communication
Contributing to Team Success
Decision Making
Work Standards
Applied Learning
Customer Focus
Planning, Leading, Organising and Controlling
Motivating
Problem Solving
Resource and work utilisation and allocations
Emotional intelligence
Empowerment / delegation

Other Requirements:

Ability to interface with client, staff and senior management
Ability to manage technical team
Excellent planning skills
Excellent leading skills
Excellent organizing skills
Excellent controlling skills
Excellent decision making skills
Excellent problem solving skills
Excellent communication skills
Excellent resource utilization and allocation skills Ability to delegate
Ability to work under pressure
Ability to check work accurately
Interpersonal skills
Employee Relations
Presentation skills
Information Management and analysis

Experience: (Minimum necessary before being considered for the Job):

5 Years in an ICT Client Support/ Business Support environment

Other Requirements:

Achiever
Confidentiality
Credibility
Customer Service Oriented
Friendly
Initiative
Integrity
Objective
Information and Information Management and analysis and reporting
Patient
Project wide perspective
Resourceful
Self-motivated
Valid driver’s license

Main Functions and Responsibility:

Responsible for managing the relationship with customers/clients in a way that understands, anticipates and manages the needs of current and potential customers to balance return on investment with maximum customer satisfaction.
Ensures that the service provided supports the business development and quality of service and operations.
Management of ICT contracts including negotiation and execution of service level agreements seeking to improve services for the benefit of customers and/or users.
Establish service level targets/benchmarks and measure performance against those benchmarks.
Monitors and reports on actual services levels compared with the targets set in service level agreements.

Ensure that client support is provided timeously and in an efficient and effective manner.
Responsible for managing the activities associated with the identification, prioritisation and resolution of reported problems, change requests, enhancement and support.
Manage change and enhancement requests including provide quotations and raising of invoices and ensuring that services are paid for.
Ensures that all phases of support are properly co-ordinated, monitored, logged, tracked and resolved appropriately.
Plan, allocate, organize and control IT Client Support tasks and issues (business analysis, systems testing, maintaining system data, providing IT Helpdesk Support, System Administration, IT first line technical support, etc.)
Track and analyse support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.
Responsible for development, enhancement and maintenance and integrity of application software.
Manage and support the IT Client Support resources.
Guide support specialists to effectively utilize change and problem-management processes (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude).
Develop and maintain comprehensive documentation, including: standard operating procedures, operations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides and support materials.
Provide users, development and support team members with advice and guidance.

Co-ordinates and ensures that adequate training is provided for support team members and users.
Communicate effectively with clients and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns.
Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction.
Provide regular helpdesk performance and utilization reports to management.
Liaise with suppliers



 
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