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Senior Specialist Customer Service Desk Support

Job Ref
284450
Job Type
Permanent
Employer Type
Company
Date Added 7 Oct 2021
Expiry Date 4 Nov 2021
* There have been 8 applications to this job.
* This job has been viewed 4158 times.
Employer:
BCX

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
CORE DESCRIPTION:

Responsible to develop, plan, document, coordinate approvals and execute on project initiatives to return the BCX CFC Service Desk to profitability.
Manage cost savings and service improvement initiatives within the guidelines of the BCX policies and processes
Internal BCX and External customer change management to ensure smooth transition from the current state to the future state
Keeping track and report on progress made in terms of set Financial targets for the project
Regular feedback on project deliverables in the format and frequency agreed with BCX management
- - - - - - - - - - - - - -
KEY DELIVERABLES / PRIMARY FUNCTIONS:

• Assist with the design of the CFC back to profitability initiatives according to best practice
• Matching Contractual agreements to actual Service Desk Service delivery
• Develop the complete project plan for the CFC back to profitability initiatives including timelines and milestone deliverables
• Document business case and motivations to BCX operational and HR management where required
• Coordinate and drive the approval processes where required
• Manage the implementation streams to ensure timeous and quality of implemented initiatives
• Store all project documents in a secure library available to the applicable BCX and HR management levels where required
• Track project deliverables and provide progress reports in terms of tasks and milestones
• Financial tracking and reporting on the agreed initiatives
• Effective collaboration with teams internal to BCX and external with customers as well as service providers


EXPERIENCE:

• 7 years’ experience in IT Service Performance management and IT Contract Management

OR

• 9 years’ experience of which at least 3 years on senior management, IT Service performance management and IT Contract Management



QUALIFICATIONS:

• 3 Year degree/ diploma (NQF 6) in Project Management

OR

• Grade 12



 
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