To do incident restoration and driving all incidents logged at the Service Desk down to a manageable level and ensure there is always customer feedback available on all Incidents; in line with Nedbanks business strategy.
Complete work by ensuring that incident is logged correctly; impact is updated and assigned to the correct Service Provider.
Ensure information is correct by verify all information on incidents Provide advice on incident by monitoring of re-occurrences of incidents.
Keep Business informed through feedback.
Identify potential incidents that could result in a Focus meeting and call an Incident Focus meeting when required.
Monitor potential severity through liaising with Problem Management for potential severity (depending on Business impact).
Manage and facilitate Incident Focus Meeting until service is restored by noting down bullet points on Service Manager (Incident Tool) and ensure relevant Service Providers are on theFocus Meeting.
Evaluate and maintain all open incidents within each ClusterMonitor all relevant queues.
Identify re-occurring incidents follow the Problem Management Process Ensure all Incidents assigned and escalated to Service Providers.
For root cause investigation follow the problem management process ensure all incidents are closed off when service is restored.
Verify Customer Impact.
Follow up with Service Provider on resolution on specific incident.
Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
Participate and support corporate social responsibility initiatives for the achievement of business strategy (e.g. training/awareness on digital forensic examination to external parties on pro bono basis).
Identify opportunities to improve or enhance processes by identifying and recommending improvements to tools; policies and procedures to add value to Nedbank.
Add value to Nedbank by identifying opportunities to improve or enhance processes through identifying and recommending improvements and supporting implementation of tools; policies and procedures.
Create awareness of incident s to service providers by contacting the relevant Service Provider and make them aware of this Incident in order to investigate and resolve the incident.
Meet client needs by assisting customers with Telephone query and ensure availability on Telephone System Ensure customers are updated on incident by update the Incident with relevant feedback and informing customer.
Responsibilities + Skills
Technical / Professional KnowledgeAdministrative procedures and systemsMicrosoft OfficeRelevant regulatory knowledgeBusiness writing skillsData Analysis and Interpretation
Manage internal processManaged RelationshipsManaged SelfManaged own CareerProvided Administrative Support
Minimum Experience LevelMin 3 years IT experienceType of ExposureDeveloped and Implemented Communications Strategy