IT Service Desk Co-Ordinator

Business Area: IT

Workplace Type: On-site

Location - Town / City: Cape Town

Job Description: As an IT Service Desk Co-ordinator you will be responsible for 2nd line and 3rd line hardware and software support to all Truworths stores. You will also have the responsibility of developing SOPs, updating knowledge base and provide coaching and training for team

Key Responsibilities:

• • To provide 2nd and 3rd line support to stores on all hardware and software-related issues
• • Manage and troubleshoot escalations raised by stores and the operations teams
• • Investigate incidents and problem areas to identify the root cause and find solutions
• • Provide trend reports to the line manager on frequent incidents
• • Monitor and escalate outstanding incidents as per the agreed SLA timelines
• • Follow up and communicate with all clients upon resolution and escalations
• • Work after-hours standby
• • Key communication/contact for all area/regional/divisional managers within the business
• • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure
• • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines
• • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores)
• • Provide coaching, mentoring, support, and motivation to the Service Desk team
• • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues.

Qualifications and Experience:

• • Qualifications
• • Matric and A+ or N+ certification
• • Familiar with ITIL Framework Experience / knowledge
• • Minimum of Matric qualification (Grade 12 qualification)
• • An IT qualification/certification (A+ or N+ certification and basic or advanced SQL)
• • Minimum of 5 years of experience within a Service Desk / Helpdesk environment of whit a minimum of 3 years supporting stores directly at a Co-ordinator level / 3rd line support level.
• • Good understanding of the retail environment and the systems that support stores
• • Retail in- store experience would be advantageous
• • Problem solving ability
• • Well-developed communication skills
• • Customer Service
• • Accuracy and attention to detail
• • Adaptability
• • Planning and organising ability with highly effective time management skills
• • Ability to work under pressure and think on your feet
• • Must be able to work shifts (incl. weekends and public holidays)
• • Must be willing to work standby

Competencies:

• • Customer Services orientation
• • Proven leadership track record
• • Attention to detail and analytical
• • Problem solving mindset
• • Strong administration skills
• • Excellent written and verbal communication skills
• • Effective time management
• • Highly self-motivated and driven
• • Strong Team Orientation