Job Description

 
 

OVERALL PURPOSE OF JOB:
 

To develop and supervise the LOGIS Support Service functions, processes and procedures and interacting with LOGIS programme management, client representatives, project teams and other transversal systems

 

MAIN RESPONSIBILITIES/TASKS:
  • Operational Focus
  • Responsible for overall service delivery of LOGIS Service Desk;
  • Provide backup to the team during capacity short falls or peak periods;
  • Provide backup to the team with regards to overflow of calls in with regards to resolution. 
  • Manage overdue requests;
  • Advises, supports and guides the LOGIS Service Desk personnel with regards to operational issues;
  • Identify, draft, review and obtain approval for new and updated job aids;
  • Ensure the quality and efficiency of the LOGIS Service Desk by conducting regular quality checks on logged requests;
    • Manage escalation process of critical issues and act as 1st point of user escalation;
    • Suggest corrective actions on targets and standards that are not met as per SLA; and
    • Generate and provide LOGIS Service Desk status report to LOGIS Programme Management.
 
 
  1. People Focus
  • Responsible for overall support and guidance of LOGIS Service Desk Team
    • Advises, supports and guides the LOGIS Service Desk personnel;
    • Assist new LOGIS Service Desk personnel with training and guidance;
    • Supervises quality and efficiency of LOGIS Service Desk personnel and provides input to performance feedback;
    • Work with the team to build a cohesive LOGIS Service Desk team that exchanges knowledge effectively;
    • Provides input into the performance management process; and 
    • Co-ordinate and facilitate LOGIS Service Desk meetings (knowledge transfer, continuous improvement meetings etc);
 
  1. Client & Customer Focus
  • Responsible for overall client and inter-team relationaship management between LOGIS Service Desk personnel;
    • Exchanges information with other project managers, National Treasury line managers and programme management;
    • Faciliate interfaces between the LOGIS Service Desk and other teams within LOGIS, LOGIS users, National Treasury managers and the other transversal call centres;
    • Manage escalation process of critical issues and act as 1st point of user escalation;
    • Compiling and conducting of the Customer Satisfaction Survey twice a year;
    • Conduct ad hoc outbound campaigns when needed;
    • Conducts status meeting with National Treasury representative;
    • Distribute user communication via publication as the website administrator or email communication; 
    • Provide daily and monthly performance reports to monitor the team’s performance in terms of the Service Level Agreement (SLA); and

Complete monthly Service Performance Reporting and Quarterly Client satisifaction meetings.


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Qualifications

Knowledge and Skills:
  • Strong MS Office skills; e-mail and basic Mainframe and WEB environment knowledge
  • Strong presentation skills
  • Facilitation skills
  • Change Management skills
  • Systems and business process knowledge of government supply chain management a distinct advantage
  • SAQA and NQF Knowledge
  • Time management
  • Strong oral and written communication skills
  • Problem Solving Skills
  • Strong Interpersonal Skills
  • Knowledge of different training methodologies
  • Good Relationship Building
  • Quality Management Principles
  • Ability to motivate and create enthusiasm in others
  • Team Player
  • Positive Attitude
  • Works Well under pressure
  • Self Starter / Innovative and Flexible
  • Reliable and able to work without close supervision
Education, Qualifications, Experience Necessary:
 
  • 3-year tertiary qualification with learning support/delivery focus.
  • 2 – 4 years training delivery experience essential
  • Clear understanding of Adult Learning principles
  • Understanding and execution of training methodologies 
  • Understanding of government and/or Supply Chain Management (an advantage)

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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