We are looking for Call or Incident Coordinator to be based full time at our Midrand offices. The Incident and requests from initiation to completion. The Call or Incident Coordinator is responsible for successful coordination of a request until total closure. Adherence to call lifecycle processes and procedures. Ensure the phone times Ensure 98% of all calls are answered within 30 seconds. Update the call at least once a day with business and the customer Ensure the call classification matches the call description Ensure detailed and
allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to to and closed.
support. Interaction with clients through meetings, calls, and emails. Handling Tickets and Tasks with the Executing analysis and resolution of Production Support calls. Raising Change Requests (CRs) and writing Functional
CAB Interaction with clients through meetings, calls and emails. Receiving, troubleshooting, resolving
be expected to create prototypes, develop user-centred software, and advise on technical specifications
practical experience of IT Infrastructure such as Data Centres, Networks, Servers, Storage, Platform, Middleware
business architecture or ARIS added advantage BPMN Centre or Excellence, data analysis, UI/UX, banking experience
background. Availability to conduct 20-30 minute calls throughout the day, based on client needs. Previous Responsibilities: Conduct personalized one-on-one video calls with clients to offer support and guidance. Assist
Interaction: - Engage with clients through meetings, calls, and emails. - Issue Handling: - Handle tickets through configuration, and resolve production support calls. - Change Management: - Raise Change Requests (CR's)
support. Interaction with clients through meetings, calls and emails. Handling tickets and tasks with the the analysis and resolution of production support calls. Raising Change Requests (CR's) and writing Functional