About this role
Core Description The Incident Management Shift Team is responsible for real-time oversight, coordination, and management of service incidents impacting the organisation’s priority customers and critical services. The role ensures that incidents are identified, prioritised, escalated, and communicated effectively, enabling rapid restoration of services and maintaining service quality commitments. Key Deliverables / Primary Functions Monitor incident queues, alarms, and service management tools to identify service-impacting incidents. Proactively identify incidents affecting priority customers and critical services. Ensure incidents are correctly logged, categorised, and prioritised. Escalate incidents according to defined incident management escalation procedures. Engage senior technical teams, management, and vendors when required. Ensure escalation timelines are adhered to. Provide timely and accurate incident updates to internal stakeholders and service management teams. Ensure incidents are properly updated throughout the lifecycle. Maintain accurate records of actions taken, teams engaged, and timelines. Ensure restoration times and service impacts are clearly recorded. Core Functional Skills & Knowledge Customer Focus Core Behavioural Competencies Delivering Results Meeting customer expectations _Operational and Tactical Decision Making Handling Pressure Communication and Impact Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Qualification preferred or advantage Experience 2 years’ experienceCertifications ITIL Foundation Professional Memberships in Relevant Industry Level of Engagement & Span of Control Interact directly with internal & external clients Special Requirements/ Employment Condition Ability to cope under pressure Workplace/Physical Requirements Full-time Office Based position Business unit, Department, Reporting Business Unit: Finance Department: Internal IT Reporting: Manager of Operations (Internal IT) Core Description To carry out the identification, logging, resolution and correct allocation of IT related incidents and requests. This is to be achieved in accordance with service quality and within the allocated timeframe to meet client expectations and Service Levels. Key Deliverables / Primary Functions Respond to telephonic, email and auto logged customer incidents and requests in accordance with defined processes, within service level agreements and time allocations. Capture all customer interactions into the IT Service Management system. Describe, classify, and assign tickets to the relevant support groups as per agreed process and templates Analyse and resolve technical incidents and requests, as per required level of expertise within the required time allowed. Follow up on ticket resolution to ensure compliance to service level agreements Provide technical support in adherence to quality standards and customer service excellence. Provide professional and empathetic IT Service Desk service to BCX customers Core Functional Skills & Capabilities IT Infrastructure Time management IT Desktop and application support Troubleshooting Customer Focus Core Behavioural Competencies Following instructions & procedures Achieving personal work goals & objectives Applying expertise & Technology Delivering Results & Meeting customer expectations Coping with pressures & setbacks Working with people Minimum Qualifications NQF 4: Grade 12 National Diploma Relevant IT certification Additional Education -Preferred /Advantage Experience At least 12 months experience in IT Service Desk or active remote and on-site desktop support. Certifications A+ N+ Professional Memberships in Relevant Industry Level of Engagement & Span of Control Interacts with internal IT clients Special Requirements / Employment Condition Valid Drivers license Workplace / Physical Requirements Full-time Office Based position. Billable Client Roaming