Operations Consultant - 0999

Jordan HR; Centurion; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A global leader in IT services seeks an IT Service Desk professional to provide essential production support. This role involves managing IT incidents, enhancing service stability, and contributing to data analytics for customer satisfaction. Candidates should possess strong analytical skills and a minimum of two years' IT-related experience. Join a dynamic team in a cutting-edge IT environment with a focus on innovation and customer service.

Benefits

Flexible working hours

High Work-Life balance

Modern, state-of-the-art offices

Dynamic Global Team collaboration

Qualifications

• Min 3 years in a customer service facing role.
• Strong analytical and problem-solving skills.
• Experience in IT services and support.

Responsibilities

• Provide Production Support (IT) for all Plants outside of Germany.
• Pre-qualify IT incidents and classify additional relationships.
• Serve as an 'Information channel' for Management and end-users.

Skills

Customer service

Escalations management

Problem solving

Root cause analysis

Analytical skills

Education

Two years IT related working experience

Tools

Service Now

Splunk

Job description

Product / Feature Team Information (if applicable)

Product : IT Service Desk

ESSENTIAL SKILLS REQUIREMENTS :

• Min 3 years in a customer service facing role
• Escalations and complaint management
• Problem solving and root cause analysis
• Any additional responsibilities assigned in the Agile Working Model (AWM) Charter

ADVANTAGEOUS SKILLS REQUIREMENTS :

• Specific know-how and experience

WHICH QUALIFICATIONS / EXPERIENCE DO WE NEED FOR THE ROLE?

Two years IT related working experience

WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES?

• Strong analytical and problem-solving skills with a high attention to detail
• Provide Production Support (IT) for all Plants outside of Germany
• Be the telephone call receipt of IT incidents related to production issues
• Pre-qualify IT-incidents and classify additional relationships
• Fix incidents in IT systems in accordance with User manuals
• Monitor IT system error messages and process accordingly
• Provide guidance throughout the Incident management processes
• Initiate the IT escalation process, when required
• Serve as an "Information channel" for Management and end-users
• Work shifts as part of a team providing 24 x 7 x 365 support

WHAT DO WE OFFER YOU?

• Cutting edge global IT system landscape and processes
• We offer you an exciting position in the field of Data Analytics : Contribute to IT stability and customer satisfaction by building cutting-edge IT Service Management with a focus on analytics and smart predictions. Join our agile development team and become creative with top tools like Service Now and Splunk as well as our own custom developments
• Flexible working of 1960 hours in a 12-month period
• High Work-Life balance
• Affordable Group vehicle promotions (buying or leasing options available, terms and conditions apply)
• Highly motivating, energetic, and fast-paced working environment
• Modern, state-of-the-art offices
• Dynamic Global Team collaboration
• Application of the Agile Working Model Methodology