This role
is responsible for
providing a
single point of contact
to meet the communications needs of both Users and IT; to satisfy both Customer and IT Provider
objectives
; and
seek
s
to
facilitate
the integration of business processes into the day-to-day Service Management operations of Testgrid
.
Testgrid solutions help organisations to enable faster and smarter d
ecisions and empower success through people
.
We work with clients to
drive superior performance in areas such as Selection, Development, Talent Pools, Succession Planning and Leadership Development.
Testgrid’s
strategic application of psychometric tests and
state-of-the-art
assessment platform are aligned to organisations competencies and reduce risk across talent management initiatives.
Duties & Responsibilities
C
entral point
of contact for customer enquiries, information requests, service requests and system issues
encountered
Responsible for delivering effective,
friendly
and
timely
service whether dealing with internal employees or external
customers
Responsible for keeping
track of callers, client/candidate emails, service requests or issues
experienced
and the resolution provided. In the case that an issue is not
immediately
fixed, the SDO provides
a viable
work-around where available, follows up with
additional
instructions or information and follows through to incident
closure
Responsible for troubleshooting and providing step-by-step solution for technical difficulties
encountered
by
users
Manages functional or hierarchic escalation of incidents, if necessary
Responsible for the management and maintenance of a centralised KEDB, including common work-around/alternate means to fulfil a task that a customer is
attempting
to
perform
Provides administration support to users
that includes but is not limited to
:
system user registration
evaluation set-up
data extraction on request
report generation on request
Other responsibilities
that include but are not limited to:
monitoring external systems,
i.e.
Saville
on-site support to clients as needed and
required
Performs basic System/Network Administration tasks
that include but are not limited to:
creation and maintenance of system user accounts
setting up new computer systems including installation of
new programs
, printers, and other peripherals
computer hardware/software repairs; where it cannot be fixed internally, the SDO arranges for repair from an outside service and ensures that hardware/software has been
fixed
If you are interested in this role, please complete the online application form and follow the
link
to complete a video interview