SUMMARY:
PURPOSE:
Assign and actively coordinate the resolution of incidents to/by appropriate 2nd and 3rd line support staff in order to achieve the contracted SLA targets. POSITION INFO:
FORMAL EDUCATION:

• Grade 12

EXPERIENCE:

• Minimum 2 - 4 years’ experience in coordinating resolution of incidents and service requests, coordinating technical resources to achieve service levels and targets and providing reports around incident and service request resolution.
• Must be able to work shifts according to the international client requirements.
• Must be willing or able to work weekends and after hours when required.
• Manage escalations and know the escalation process

TECHNICAL / LEGAL CERTIFICATION

• ITIL v3 Foundation Certification (advantageous)
• N+ (advantageous)
• MCSE (advantageous)

RESPONSIBILITIES:

• Manage all activit...