An exciting opportunity exist with our client, they provides infrastructure management solutions to help their clients manage the quality and delivery of IT Services. They offer expertise in process consulting, system design, implementation and training.

If you meet the requirements and you are looking for an excellent new career opportunity please forward your details:

1)     Your CV,

2)     Current salary

3)     Notice period

Requirements:

• Grade  12
• BS / BA in Computer Science or Information Technology.
• ITIL experience a bonus
• Minimum of 5 years work experience in a technical customer Service role.
• Previous experience supporting and administering MBC Remedy ARS.

Key Performance Areas

• Respond to, troubleshoot, escalate and resolve application incidents, service requests and changes within Service Level Objectives following prescribed processes based on ITIL service management methodologies
• Perform application administration functions following prescribed, environment specific procedures
• Research and propose potential solutions to meet Customer application change requests in line with best practise
• Compile functional design documentation in line with Customer application change requests and organisational development standards
• Perform application changes in line with Customer approved functional design specifications
• Provide technical coaching to L1 Application Support Specialists Competencies L2 Application Support Specialist must be willing and able to :
• Resolve incidents and application issues for those applications we are contracted to support
• Analyze incoming information and be able to research against the issue using application knowledge and reference resources
• Effectively communicate technical issues in a clear, concise, professional manner (written and verbal formats)
• Demonstrate professional, customer centric telephone ettiquette
• Work within a global team environment
• Demonstrate dependable, efficient, customer centric performance
• Learn and grow within a highly dynamic environment
• Participate in standby rotation for high priority and critical incidents