Business Technology Support (EUX) Service Coordinator

The Business Technology Support Team (also known as EUX) is a cross discipline team whose primary focus is on ensuring that the end user is able to work without interruption and enable the value add of those employees. Through analysis of tickets, and automation work the end user experience team will, where practical, identify improvements to the user experience that can be automated or simplified. The Team is responsible for the on-boarding of new staff technically and will work with the relevant teams to continually improve processes to improve the end user experience.

Key responsibilities:

You will be a member of the Business Technology Support team whose duties will include, but not be limited to:

Incidents & Requests: Re/assignment and Resolution of calls
● Assign and monitor calls towards resolution
● Monitor the status and progress towards resolution of open Incidents and Requests
● Monitor the actual number of incorrect assignments (if applicable)
Incidents & Requests: Analysis of Reopened, Outstanding and Pended calls
● Monitor the number of reopened Incidents and Requests
● Monitor the number of outstanding incidents logged
● Monitor Pending Incidents on a daily basis
● Proactive escalation of unresolved Incidents and Service Requests to relevant stakeholders. 

Incident & Request Management
● Provide timeous feedback to relevant stakeholders
● Escalate all calls timelessly to relevant stakeholders according to agreed policies and procedures
● Ensure that all Incidents and Requests are updated within agreed SLA targets to the satisfaction of users 

Produce Management Information
● Compile and distribute various daily, weekly, monthly and Ad hoc reports as required

Problem Detection
● Analyse the operational environment to identify trends and patterns that require problem investigation by using Incident data

Functional and Process Enhancements
● Participate in EUX Functional and Process improvement activities.

Team Development and Support
● Play a key role in assisting with effective Scheduling and Coordination of resources
● Actively participate in enhancing the Productivity of the team

Knowledge Sharing
● Participate in opportunities for Knowledge Sharing within the team

Key Personal attributes:
● Autonomous, self starter who works well in a team
● Excellent customer facing skills
● Effective communicator
● Clear and methodical approach to problems and troubleshooting
● Ability to see the "big picture" from a company and financial point of view
● Able to remain calm in pressure situations
● Responsible and with good time keeping
● Adaptable and keen to learn new skills
● Friendly with a good sense of humour

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