Pflegefachkraft providing basic and treatment care for residents in a secured dementia area. Implementing care standards and supporting daily activities in the community.
About the role
- Service Delivery Specialist handling problems and escalations to minimize incidents' impact for BCXP, focusing on compliance with ITIL processes and stakeholder communication.
Responsibilities
- Managing the lifecycle of problems and escalations to minimize the impact of incidents and prevent recurrence.
- Effective root cause analysis and timely resolution of critical issues.
- Strong communication with stakeholders while maintaining compliance with ITIL processes and organizational standards.
- Identify, document, and manage problems and escalations from both business and IT perspectives.
- Investigate and diagnose root causes of incidents and problems, coordinating with technical teams for resolution.
- Analyze incident and problem data to identify trends and implement preventive measures.
- Ensure all problems and escalations are tracked and managed according to established procedures.
- Escalate critical issues promptly and maintain visibility with senior management and stakeholders.
- Coordinate implementation of fixes, workarounds, and permanent solutions.
- Maintain JIRA administration and ensure accurate documentation of all activities.
- Participate in post-incident reviews and contribute to continuous improvement of problem management processes.
- Stay updated on relevant technologies and industry best practices.
Requirements
- NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology OR NQF 4: Grade 12
- 3 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
- 5 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
- ITIL Professional Memberships in Relevant Industry
Benefits
- Valid Drivers license
- Ability to work extended /long hours as and when required
- Willing to travel
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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