Purpose of the job
To answer all telephone queries/escalations reported via the telephony system within the prescribed time limit and to proactively monitor all open incidents and escalate to relevant line of business within the prescribed SLA limits.Key Responsibility Areas
• Daily monitoring and management of incidents life cycle.
• Adherence and knowledge of SMC Policies and Procedures.
• Ensure availability to deliver effective service.
• Adherence to approved quality assurance policies and standards.
• Reporting of high and medium impact incidents.
• Maintain Bi-weekly Incident Management Forum discussions with representatives and LOB.
• Ensure automation of escalation procedures to the related SLA’s.

Qualifications and Experience
Minimum:
• 1 - 2 year National Higher Certificate in A+ and N+ (International Accreditation) and/or equivalent.
• ITIL certification will be an added advantage.

Experience:
• 3 -4 years’ experience in Operating (ARS/ITMSM7 and Aspect Telephony Systems).
• The experience must include 2 years Call Centre/Helpdesk experience.

Technical Competencies Description
Knowledge of:
• Service management system (ARS/ITSM7/Aspect Telephony);
• Policy, process and standards;
• Development of operational business processes and procedures; ITIL framework.

Skills:
• Solid Business Communication Skills;
• Computer literacy;
• Interpersonal skills;
• Client orientation and customer service

Other Special Requirements
None

SALARY: R 168,349.46 - R280,582.43
Closing Date: 26th September 2014

Disclaimer
• The Company is a Employment Equity employer and this position will be filled based on Employment Equity Plan. Correspondence will be limited to short listed candidates.
• If you do not hear from us within two months of the closing date, please regard your application as unsuccessful.
• Applications received after the closing date will not be considered, please clearly indicate the reference number of the position you are applying for.
• It is the applicant's responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).
• Only candidate who meet the requirements should apply.
• The Employer reserves a right not to make an appointment.
• Appointment is subject to getting a positive security clearance, the signing of a balance score card contract, verification of the applicants documents (Qualifications), and reference checking.
• Correspondence will be entered to with shortlisted candidates only.