Call Coordinators - Government Pensions Administration Agency

POST 40/57: CALL COORDINATORS

REF NO: CC/ICT/2022/10-2C (X2 POSTS)

Information Communication Technology (12 months)

The purpose of the role is:  

To provide effective implementation and management of the incident Management and Problem Management processes.

DUTIES:          

The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following:

First Line Support:

• Provide First Line Support to GPAA users.
• Provide a point of communication with the users and a point of coordination for several IT groups and processes.
• Provide after-service client care by confirming call resolution with clients before closing the call.

Incident Management:

• Coordinate activities between multiple support groups to ensure adherence to extant service level agreements where other groups are needed to resolve a single service desk incident.
• Ensure efficient flow of tickets through the service desk.
• Track incidents.
• Driving the efficiency and effectiveness of the incident management process.
• Driving, developing, managing and maintaining the major incident process and associated procedures.
• Producing management information, including KPIs and reports.

Implement and maintain internal control processes for the section:

• Recommend internal procedures and processes which will improve the effectiveness and efficiency of the section and ensure adherence.
• Research the latest trends and developments relating to the section, recommending plans to improve service delivery to the Manager.
• Provide information for management forums within GPAA, contributing accurate details to enable sound decision-making.

Problem Management:

• Ensure efficient flow of problem tickets through the Problem Management process.
• Enforce process and standards, and work to improve process.
• Accountable for the entire problem management process.

Administration of GPAA IT SM Tool:

• Overall administration of the GPAA ITSM Tool.
• Reporting to new ICT-related legislation and compliance with the Fund’s IT Compliance.

Customer Satisfaction:

• Ensure Client Satisfaction and keep customers informed on the services requested.
• Establish a business relationship with clients and ensure customer centricity is practised.

REQUIREMENTS:         

• An appropriate and recognized three-year qualification (degree/national diploma) in Information Technology (with at least 360 credits) with two years of appropriate experience in an ICT industry.
• ITIL v3 foundation.  
• Computer literacy in Microsoft Office packages.
• Knowledge of TCP/IP LAN, VPN, WAN and Wireless networking environments in a Linux and Microsoft environment including Firewall, intrusion detection, SSL/H and NAS/SAN.
• Knowledge of mainframe, Citrix, HP Superdome and Wintel data centre environments and related software/tools such as MOM, WSUS, Active Directory, Windows XP, Unix, Linux, Oracle and VMS.
• Knowledge of technical requirements for modern flexible working office environments and skills to operate as a consultant internally.
• Knowledge of Business Applications supports services in an outsourced environment including escalations and root-cause analysis.
• Knowledge of Business Applications fits business continuity requirements with a specific focus on knowledge management. High Level communication skills.
• Project management skills.
• Strategic decision making. Collaboration. Leadership. Delegation. Initiative.
• Emotional intelligence. Integrity. Ability to see the big picture. Demonstrable commitment.
• Customer service orientation.
• Structured approach.

Take note of the requirements regarding a new Z83 effective 1 January 2021 as per the DPSA regulations as well as all other requirements specified in the footer. Take note of Circular 19 of 2022 regarding the practice note on the Z83 application and completion thereof.

The certification of all supporting documents will be expected of the shortlisted candidates only Interviews may be conducted via a virtual medium which will be discussed with each shortlisted applicant.

The applicant should have the necessary data and equipment for this purpose. Correspondence will only be conducted with the short-listed candidates.

If you have not been contacted within six (6) months after the closing date of this advertisement, please accept that your application was unsuccessful.

ENQUIRIES:

Contact person: Mbongiseni Nkosi on Tel No: 012 399 2202. Application enquiries: Masego Tshetlo on [email protected] or 010 449 5681

SALARY: R261 372 per annum (Level 07), basic salary plus 37% in lieu of benefits

CENTRE:  Pretoria Head Office