Listing reference: ukzn_000172
Listing status: Under Review
Apply by: 22 September 2023
Position summary
Industry: Education & Training
Job category: Helpdesk and Technical Support
Location: Glenwood
Contract: Permanent
Remuneration: Market Related
EE position: Yes
The purpose of a Principal Support Consultant is to implement, monitor and control Information and Communication (ICT) support services to end users (ICT Customers) through a customer-focused approach that seek to provide value to the customer and build customer relationship. Support services include software and hardware support which are delivered through Expert Desk (Call Centre), Field Work, and Service/Walk-in Centres. The Principal Support Consultant is also responsible for the formulation and execution of user training plans.
Job description

2.1. ICT Service Management – 
2.1.1. Resource Planning and Allocation: 
a) Design and implement staff rotational schedules. Monitor workload, manage time, and prioritize and allocate logs not resolved by first-line support. 
b) Manage workload on the expert desk, field, and walk-in center teams.
c) Participate in reviewing and setting service level agreement (SLA) targets.
d) Participate in the review of IT product and service catalogs.

2.1.2. Incident Management and Troubleshooting: 
a) High-level understanding of analysis and troubleshooting, and resolving incidences.
b) Setup and configure ICT equipment, including computers, audio visual, printers, routers, network points, network switches, Wi-Fi access points, surveillance cameras, telephony system (PABX), etc.
c) Install and configure systems and applications in support of user operations.
d) Ensure incidences are correctly captured, resolved, and closed.
e) Handle complex and high-priority incidents, and resolve customer complaints. 
f) Manage escalations and ensure that they are resolved and closed.

2.1.3. Service Performance Monitoring and Control: 
a) Ensure user support operations are running smoothly.
b) Monitor service performance by identifying incident records on the verge of falling outside of the service level agreement (SLA) targets and ensure corrective action is taken. 
c) Ensure that high-priority incidents, such as cybersecurity-related incidents, are escalated accordingly. 
d) Monitor staff performance against SLA targets and implement corrective action. 
e) Close resolved calls by conducting sample verification with customers. 
f) Perform periodic user feedback reviews and ensure corrective action is taken to address negative feedback.

2.2. Customer/Stakeholder Relationship Management and Consulting – 
a) Participate in setting up periodic customer satisfaction surveys.
b) Perform quality assurance by conducting regular sample reviews of customer satisfaction feedback.
c) Proactively identify customer needs, evaluate requirements, and recommend solutions.
d) Represent ICS in customer engagement forums when required.
e) Consult with Client base and expert partners on various aspects of service management and related technical platforms.
f) Liaise with 3rd party suppliers when needed to resolve problems.
g) Contribute to sectional and divisional Operational and Capital Budget requirements.
h) Participate in procurement and tendering processes. 

2.3. Leadership, Project Management & Research – 
a) Provide leadership, guidance, and mentorship to team members.
b) Takes overall responsibility for the customer support stream in which he/she is the leading expert.
c) Participate in developing or reviewing service management frameworks, methodologies, and standards as per the industry best practice and enforce compliance.
d) Participate in the development/review and/or oversee the implementation of customer support services processes and standard operating procedures (SOP).
e) Enforce compliance with SOP and SLA targets.
f) Manage project deliverables and work packages to ensure they are delivered within schedule, budget, and quality.
g) Interacts with other specialists in different domains to ensure a coherent and comprehensive approach to complex problems. 
h) Facilitate effective mentorship training programs for team members and the user base.
i) Design and provide in-house training to departmental staff when necessary.
j) Motivate staff to achieve higher levels of customer service.
k) Conduct staff performance contracting and reviews.
l) Keep abreast of industry developments and trends and provide a business value proposition for adopting technologies.

Minimum requirements

Matric and relevant three (3) year qualification in Information Technology (IT) OR Information Management or Information Systems or Engineering qualification at least NQF Level 6.
A minimum of seven (7) years of ICT experience, of which at least five (5) years must be in ICT Customer Support Services or ICT Service Management or ICT User Support. 
Strong technical experience in support of ICT software and hardware products.
Strong technical knowledge and understanding of service management frameworks such as ITIL. 

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