Primary Purpose of the Job:

Service delivery execution in accordance with the ICT ITIL Framework and BDO Strategy. Adhere and comply to the National ICT service strategy. Align with best practice disciplines, governance, ethics, risk standards, policies and compliance for the firm.

Main Duties and Responsibilities:

• Deliver services and support in line with the defined National ICT service catalogue.
• Solve complex end-user related Incidents.
• Ensure Service Delivery within SLA criteria, to resolve and escalate where required.
• Document technical knowledge articles
• Ensure all business requests are delivered in the most effective way (reduction in incidents/rework)
• Continuous improvement to meet the level of required efficiencies and agreed SLA (processes, systems, delivery)
• Perform Proactive end-user machine maintenance.
• Effective administration of incidents, requests and problem related requirements
• Provide related service feedback to the management team and leadership – report- repeat incidents/problem areas/proactive trends

• NQF Level 6 IT related Qualification

Experience:

• A+, N+, ITIL V3, ITIL V4

Job Skills and Competencies:

• Excellent problem-solving skills
• Good organisational and time management skills
• Excellent communication and interpersonal skills
• Good Investigative and root cause analytical skills

Behavioural Competencies:

• Attention to Detail
• Holistic and Logical Thinking
• Disciplined
• Flexible/Dependable
• Proactive Personality
• Must be a team player.
• Open minded and highly adaptive mindset

BDO Core Competencies:

• Relationships and Collaboration
• Exceptional Client Service
• Business Growth
• Engaging people
• Leadership
• Quality, Risk management and Operational performance