- Location
- Johannesburg
- Type
- Full-time
- Seniority
- Entry
- Source
- Freshteam
Description
Sybrin is a leading IT software development company specialising in innovative solutions tailored to meet the evolving needs of businesses across various sectors. Our mission is to empower businesses with cutting-edge technology solutions that drive efficiency, enhance customer experiences, and facilitate growth.
-Matric
-Minimum 2 - 3 years’ experience in IS Service Management
-Courses / Diplomas in IS Service Management (ITIL, COBIT, ISO9001)
Service Level Management
-Demonstrate understanding of SLA contracts and responsibilities in place with customers.
-Take accountability and act with urgency in resolving issues within SLA timeframes.
-Follow escalation procedures where allocated support teams cannot resolve issues.
-Proactively manage SLAs, keeping technical teams informed of tickets approaching breach.
-Investigate and report on SLA breaches to establish root causes and corrective actions.
-Conduct SLA reporting and present SLA data to customers during service review meetings.
-Effectively take minutes and track and manage outcomes.
Change Management
-Document and management of changes under the guidance of senior team members.
-Understand the reasoning behind change requests and their impact.
-Ensure profitability of changes within the coordinator’s scope.
-Follow invoicing and recognition guidelines and be accountable for change finances.
-Apply change management principles and guidelines.
-Ensure CAB compliance for effective change management.
-Ensure timesheets compliance and accuracy on changes.
Incident Management
-Coordinate with internal stakeholders, customers, vendors, and business units to resolve incidents.
-Manage non-complex feedback and incident reports, ensuring accurate categorization.
-Seek guidance on suspected major incidents to ensure proper escalation within a timely manner
-Identify recurring issues and coordinate corrective measures to prevent re-occurrence.
-Manage the first line of customer escalations, ensuring effective traction and updates.
-Audit incident closure codes on the IMS and hold team members accountable for accurate documentation.
Customer Service Support
-Act as a primary contact point for customer support follow-up and logging of requests.
-Hold Sybrin Helpdesk accountable and validate procedures and best practices.
-Provide timely responses and allocate unresolved issues appropriately.
-Manage SLA, change, and service-related meetings with customers.
-Drive and document Voice of Customer (VoC) discussions and actions.
-Track and report on CSAT, NPS, and VoC outcomes, ensuring corrective follow-up.
-Support the creation and maintenance of customer-facing documentation.
High Priority / Severity Management
-Coordinate investigation and resolution of high severity issues.
-Follow Sybrin best practices for priority incident handling.
-Draft, review, and submit Root Cause Analysis (RCA) documents in business-friendly terms.
-Maintain communication with stakeholders during incidents as per policy guidelines.
-Implement and track preventative measures for critical clients.
-Identify and propose operational improvements within Service Delivery.
-MS Office 365 (Word, Excel, Powerpoint).
-Document writing skills (often write up CRs and Processes).
-Presentation skills / PowerPoint.
-ITIL framework. SNOW / JIRA incident management systems.
-Planning & Organizing
-Problem Solving
-Flexibility
-Interpersonal Relations
-Accountability & Dependability
-Time Management
-Development and Continual Learning
-Attention to Detail
-Self-Starting / takes Initiative.
-Customer Service / engagement / Management
-Patience
-Empathy.
-Organizing skills.
Prioritization skills
-Analytical thinking skills
-Willing to support and be available 24/6.
-Working knowledge of the principles in ISO 9001:2015 (Quality Management System), ISO/IEC 27001:2022 (Information security, cybersecurity, and privacy management System), ISO/IEC 27701:2019 (Privacy Information Management System), POPIA, GDPR
