About the position
Introduction
To manage and lead the relevant support teams to ensure quality service to our clients. Communicates company goals, Safety Practices, and deadlines to the team. Motivates Team members and assesses performance. Provides help to management, including new appointments and training. Keep management updated on team performance. Communicates concerns and policies among management and team
To provide support to clients on the functionality of the ITS Integrator suite of products. The incumbent is responsible for the for logging, investigation, and resolution of queries from the clients, to fulfill the contractual obligation to the clients as laid out in the SLA (Service Level agreement).
Description
PRIMARY RESPONSIBILITIES FOR THE ROLE
•Lead the relevant support team to ensure professional and timeous support is delivered as per the relevant service level agreement.
•The continuous communication with clients, where there is intervention necessary – should a client not be satisfied with service delivery.
•Adhere to published procedures and standards. Develop strategies to promote team member adherence to company standards and regulations as well as performance goals.
•Conduct performance appraisals for the staff members that report to them.
•Develop development plans in agreement with the staff members in their teams.
•Develop performance improvement plans – should it become necessary.
•Be able to discipline the staff in their team – in case this should be necessary.
•Approval of leave application and monitoring of leave for the staff who report to them.
•Assist the line manager with recruitment of resources, including the interviews.
•Monitor deliverables – relating to both incidents and tasks relevant to their team.
SECONDARY RESPONSIBILITIES FOR THE ROLE
•Provide quality support to clients on the use of the ITS Integrator systems as per maintenance- and service level agreements.
•Investigation of incidents relating to systems within scope of control, assignment to other departments where necessary.
•Logging of incidents or tasks in response to customer or internal reports. Adhere to published procedures and standards.
•Ongoing communication with originators of incidents/tasks with regards to status and activity.
•Recommend corrective actions after investigation.
•Maintain adequate knowledge of software systems within scope of control.
•Participation in internal audits.
COMPLIANCE TO THE ISO 9001:2015 SUPPORT PROCEDURE
•Adhere to published procedures and standards.
•Maintain records in accordance with published procedures.
•Initiate corrective and preventative action as per standard procedure.
•Monitor effectiveness of corrective and preventative action.
Minimum Requirements
MINIMUM QUALIFICATION EXPERIENCE REQUIRED
• Grade 12 related qualifications.
•More than 5 years of Client Support
CORE COMPETENCIES
KNOWLEDGE
• Sound business process knowledge
• Excellent understanding of business principles/ statutory legislation/sector-specific requirements.
• Advanced knowledge of the sector in which we operate.
• Advance knowledge of how ERP systems function.
• Advanced knowledge of different modules in the various suite of products.
• Identify opportunities to sell systems and services to existing clients.
SKILLS
• Management skills
• Leadership skills
• Mentor and coaching skills
• Able to perform complex (not technical) investigations to provide strategic advice
• Design & analysis skills
• Research skills
• Advanced written and verbal communication skills
• Ability to grasp business practices and recommend alternative solutions
• Strong problem-solving ability
• Strong learning ability
• Ability to take initiative & be proactive
• Leadership style adaptable to a diverse type of individuals
COMMUNICATION SKILLS
•Advanced written and verbal communication skills
•Advanced presentation and report writing skills
•Advanced negotiation skills
•Interpersonal skills
Desired Skills:
- ITS
- Team Lead
- ITIL V4
- SLA
- Client support
