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  • Call Centre Escalations Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below is the requirement

    • 2 years helpdesk/call centre experience
    • Matric and or Tertiary qualification
    • Ability to handle escalations relating to any procedures and processes on the services and products offered
    • Minimum 2 year experience, understanding and enforcement of SLA adherence
    • Working knowledge of CRM tools
    • Basic network understanding
    • Understanding of websites advantageous
    • Knowledge of MS Office with intermediate to advanced knowledge on Excel
    • ISP experience advantageous
    • Problem solving abilities
    See more

    SalaryMarket Related

    Work TypeContract

  • Inbound Technical Customer Service Representative

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below are the requirements 

    • Proven Product Knowledge and experience in an ADSL/Wireless environment
    • 2 years inbound call centre experience
    • Valid matric 
    • Thorough Understanding of internet and email.
    • Basic knowledge of computer hardware and software.
    • Knowledge of operating systems, e.g. Windows 95, 98, Me, 2000, XP, Vista, Windows 7 and MAC
    • IT qualification will be an advantage (A+ Course/MCDST preferable)
    See more

    SalaryR10 000 p/m

    Work TypeContract

  • Technical Service desk Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

      JOB PURPOSE

      The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

      Below are the requirements

    • 2 years Technical experience
    • Valid Matric
    • Proven product knowledge and experience in an ADSL/Wireless and FTTH environment
    • 2 years call centre experience
    • Thorough understanding of the internet and email.
    • Basic network understanding, websites as well as servers
    • Knowledge of MS Exchange, MS Office
    • IT qualification will be advantageous (A+ Course/MCDST preferable)
    • Experience in the support of connectivity (Dial, ADSL, Wireless

    See more

    SalaryMarket Related

    Work TypeContract

  • Problem Manager

    Merchants Recruitment

    on 2019/10/03

    Salt River, Western Cape

    JOB PURPOSE

    The purpose of the position is to perform the Service Delivery Management function, using the Service Now tooling.

    Key Performance Areas:

    Client / Customer Service

    Manage and conduct the governance, facilitation and control of Incident, Problem, Change and Service Level Management functions

    Chair the Change Post Incident Review (CPIR) and document creation within 48 hrs of incident resolution

    Chair the Post Incident Review (PIR) and document creation within 48 hrs of incident resolution

    Create Service Resumption reports within 3 days of a Major Incident

    Create root cause analysis (RCA) documentation within 10 working days of a Major Incident, or RCA request

    Service Level Management monitoring and reporting on adherence to client service levels

    Proactive identification of risk of Service Level breaches

    Reactive reporting on Service Level breaches that have occurred

    Chair the Daily Service Review (DSR)

    Monitoring performance of various resolver groups and / or 3rd parties

    Problem Management:

    Responsible for managing the lifecycle of all problems and to prevent incidents from happening and minimize its impact. Maintain information about Known Errors and Workarounds.

    Proactive Problem Identification to improve overall availability of services.

    Problem Categorization and Prioritization to record and prioritize problems.

    Problem Diagnosis and Resolution to identify the underlying root cause of problems and initiate appropriate problem solutions.

    Problem and Error Control to monitor outstanding problem process statuses in order to introduce corrective measures.

    Problem Closure and Evaluation to ensure that the Problem Record contains a full historical description and Known Error Records are updated.

    Major Problem Review to review the resolutions of problems in order to prevent recurrence. To verify whether problems marked as closed have been eliminated.

    ITIL Problem Management Reporting to ensure that other Service Management processes and IT Management are informed of outstanding problems; their processing-statuses and existing Workarounds.

    Operational Efficiencies:

    Responsible for managing the lifecycle of all problems, i.e. prevent incidents from happening and to minimize the impact of incidents that cannot be prevented

    Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities

    Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work

    Brings any out-of-line situations to the attention of management, including equipment failure

    Captures all customer details and data relevant to the call or service intervention efficiently and accurately

    Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements

    Resolves all functions within acceptable time frames

    Knowledge:

    BTech highly advantageous

    7-8 years’ experience in Customer Service / Call Centre / Service Desk

    ITIL foundation certified

    Skills:

    Oral and written communication skills (L3)

    Problem Solving (L2)

    Customer service orientation (L3)

    Planning and organising (L3)

    Attention to detail

    Attributes:

    Assertive

    Resilience

    Initiative

    Proactivity

    See more

    SalaryMarket Related

    Work TypePermanent

  • Service Delivery Manager

    Old Mutual

    on 2019/10/02

    Cape Town, Western Cape

    Role overview

    This role is responsible for delivery of a variety of IT services to support business objectives and is individually accountable for achieving results through others, over periods of 3 months to a year. The IT Manager's business portfolio is smaller than that of a Senior IT Manager. The successful candidate will form part of the Old Mutual Emerging Markets Capability Cluster IT Delivery.

    The incumbent will be responsible for the management of the service delivery lifecycle within the Wealth IT delivery teams.

    He/she will have to collaborate with business stakeholders and IT interfaces, to creating solutions that are synergistic to the Wealth platform. The incumbent will also apply subject matter expertise to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and efficiencies for each client.

    Key Result Areas 

    • Accountable for the efficient operation of the area.
    • Provides thought leadership (operational and tactical focus) in areas of responsibility.
    • Manages various stakeholders in areas of responsibility.
    • Responsible for infrastructure management in areas of responsibility.
    • Responsible for change management around IT Implementations and upgrades
    • Responsible for clear and effective communication to team and business.
    • Provides technical consulting services where required.
    • Accountable for financial management in areas of responsibility.
    • Oversee Management and delivery of Projects.
    • Responsible for people management – includes talent management, change leadership.Ensures continuous service improvement.
    • Ensures systems security.
    • Responsible for aligning technology and technology support to business needs

    • GENERIC KEY RESULT AREAS
    • Budget Control
      • Responsible for the financial management of the area, including budget setting and expense and income monitoring.
    • IT Solution Delivery Management
      • Actively demonstrate proactive resource planning and demand management capabilities.
        • Project gates - collaborate with the Business and Delivery partners to understand the business strategies and priorities and articulate the scope, business outcomes and targeted roles that will benefit from the investment. Collaborate with the Delivery and Business Partners to optimize the project schedule/scope.
        • User Acceptance Test - Engage as SME’s during the User Acceptance Test to validate the business requirements in the pre-production environment.
        • Change Management - Champion the change management plan by collaborating with business partners and IT to prepare for adoption and realize business value.
        • Team Effectiveness
        • Accountable for others' time, task and output quality.
        • Balances own priorities with directing and motivating others.
        • Creates a climate for optimal performance.
        • Guides and directs staff to achieve operational excellence standards.
        • Individually accountable for customer/client service delivery through efforts of a team.
        • Manage individual and team performance.
        • Plans and assigns work over the applicable period.
        • Selects potential staff to sustain customer/client service delivery.
      • Vendor & Contract Management
        • Manages the relationship between service providers and Old Mutual, including negotiations, contractualisation, service and support (SLAs).
        • Responsible for IT Contracts Management.

      Requirements: Skills, Qualifications

      • Matric, plus relevant 3 year degree/diploma qualification.
      • 5 – 7 years relevant IT work experience.
      • ITIL Certification essential
      • Must have 3-5 years management experience in an IT application environment.
      • Must have working knowledge of financial management.
      • Must have working knowledge of Project Management.
      • Building Customer and Partner Relationships - establishing and maturing relationships across multiple teams.
      • Confidence - Takes ownership of challenging situations that require engagement with stakeholders. Engages stakeholders to drive positive outcomes.
      • Keep abreast of best practice within the IT sector and must drive Innovation in the team
      • Investment business experience is advantageous
      • Must have SDLC (System Development Life Cycle) Knowledge and Experience
        • OR
      • Must have either Software Development or Business Analysis background
        • AND
      • Must have IT Demand Management and IT Delivery Management experience

      Competencies

      • Leading with influence
      • Innovation(Perspective)
      • Execution
      • Strategic
      • Personal Mastery (Learning)
      • Collaboration (Relating)
      • Customer First


      See more

      SalaryMarket Related

      Work TypePermanent

    • Senior Analyst Programmer

      Old Mutual

      on 2019/10/02

      Cape Town, Western Cape

      Role overview:

      Accountabilities for this role include Strong Development skills, systems analysis, interpreting and executing test plans. The incumbent is individually accountable for achieving results through own efforts.

      • Works closely with solution architect and business analyst to fashion out the technical vision for applications in the Identity and Access Management space.
      • Focuses on technical and business feasibility of a solution and ensure that it fits within well-established patterns and guidelines laid down by the solution architect.
      • Role includes coding, implementations, testing and system enhancements.
      • Also includes providing higher technical and programming support
      • Co-ordinates time and priorities to ensure that goals are met
      • Ability to understand big picture in which business operates
      • After Hours Standby is required for this Function
      • Have a good working relationship with users, business analysts and other technical staff
      • Works with little or no supervision
      • Advises management on best practices and design of new enhancements
      • Coaches junior staff members

      Key Result Areas :
      Personal Effectiveness

      • Accountable for service delivery through own efforts with only limited supervision.
        • Individually accountable for managing own time, tasks and output quality for periods of up to 6 months.
        • Makes increased contributions by broadening individual skills.
        • Collaborates effectively with others to achieve personal results. Accepts and lives the company values

      Specifications Development

      • Assists with analysis and design of new Web applications and databases.
      • Develops technical specifications / program specifications and systems documentation.
      • Responsible for systems analysis functions.
      • Advises management on effective applications, covering areas such as maintenance, support, interface and data management requirements.
      • Provides sizing and scoping for development work required.
      • Designs & documents technical specifications/program specifications.

      System Testing

      • Assists solution construction including programming, systems testing and correction of programme models. Accountable for Drafting and Execution of Unit Testing plans, Assists in developing test plans in conjunction with Senior Analyst Programmer or Business Analyst.

      System Programming

      • Develops, tests and implements new systems and system changes in accordance with agreed coding standards and principles.
      • Provides development solutions, which maintain the technical integrity of the solution. Performs data conversion.
      • Documents system features and functionality. The above is done under limited supervision.

      Quality Management

      • Ensures technical integrity of the solution.
      • Ensures that all system changes align with coding standards and principles

      Coaching

      • Mentors Programmers and Analyst Programmers through the development life cycle.

      Requirements: Skills, Qualifications and Experience required:

      • Matric, with an IT programming qualification.
      • Excellent problem solving and analytical skills.
      • Enterprise Integration experience advantageous.
      • OO design and development experience (at least 6 years’ experience) using ASP.Net, C#.Net, Web Services, XML , MQ.
      • Agile Software Development methodology, Team Foundation Server and Continuous integration advantageous.
      • Good client/server understanding (COM/COM+) Good practical understanding and experience of XML, UML & industry standards/trends related to the integration environment.
      • Practical experience in high volume capacity planning & performance tuning.
      • Ability to deliver as per agreed time standards and work under stress
      • Excellent verbal and written communication skills
      • Good system modelling skills will be an advantage.

      Competencies

      • Collaboration (Relating)
      • Customer First
      • Execution
      • Innovation (Perspective)
      • Leading with Influence
      • Personal Mastery (Learning)
      • Strategic


      See more

      SalaryMarket Related

      Work TypePermanent

    • Service Desk Consultant

      Merchants Recruitment

      on 2019/09/04

      Ferndale, Gauteng

      JOB PURPOSE

      The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

                                                     KEY PERFORMANCE AREAS                                         

      1. Client/Customer

      • Responsible for receiving, validating and logging client requests.
      • Tracks request/s and determine current activity on the request/s.
      • Analyses and interpret the request to ensure the classification, prioritisation and escalation of the request is correct.
      • Works closely with colleagues to ensure the swift resolution of faults.
      • Responsible for receiving, validating and logging client requests.
      • Captures the detail of the request and providing first-line support if required.
      • Acts on requests logged by Service Delivery Service Desk Administrators /Coordinators.
      • Meets client SLA commitments.
      • Tracks requests and determines current activity on it and update task details.
      • Provides regular updates to clients.
      • Analyses and interprets requests ensuring that the classification, prioritisation and escalation of the requests are correct.
      • Identifies and escalates requests and exceptions where necessary.
      • Provides swift resolution of faults.
      • Keeps client updated on the progress in relation to the resolution of the fault.
      • Interacts with necessary internal stakeholders.
      • Responsible for managing requests through to resolution within the SLA conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution.

      2. Reports

      • Responsible for producing breach and other reports that are necessary for the correct operation of our processes.
      • Need to identify failures and short-comings in the current processes and escalate with recommendations.

      3. Governance

      • Communicate policies to the client with regards to support
      • Allocates all logged service requests to the correct support group/person



      Requirements

      • Minimum 3 years of customer service in the Internet Service Provider environment (ISP) (non-negotiable)
      • Matric/NQF equivalent, a tertiary qualification related to IT would be advantageous
      • A+, N+, MCSA certified -  (Server+ and MCSE preferable)
      • ITIL V3 qualification advantage
      • Knowledge in the support of servers, workstations, and related components
      • Fundamental understanding of networking (IP, WINS, DHCP, DNS, etc.)

        See more

        SalaryMarket Related

        Work TypeContract

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