IT Incident and Problem Management Administrator

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Supports the Incident and Problem Management function by assisting with the
logging, tracking, coordination, and reporting of IT incidents and problems. Works
under guidance from Senior Incident and Problem Managers to ensure incidents are
correctly classified, prioritized, communicated, and resolved within agreed service
levels. Contributes to reporting, data analysis, and continuous improvement
activities while developing technical and service management capability.

Responsibilities

Incident Support and Coordination
Log, categorise, and prioritise incidents accurately in line with defined procedures. Monitor incident progress and follow up with resolver teams. Assist in coordinating incident resolution activities under guidance. Escalate incidents according to defined thresholds and timelines
 
Problem Support and Analysis
Assist with investigation of recurring incidents and known errors. Collect and document relevant data to support root cause analysis. Maintain problem records and ensure updates are captured accurately. Support implementation of approved corrective actions
 
Insights and Reporting
Compile daily and weekly incident and problem reports. Ensure accuracy and completeness of incident and problem data. Track KPIs and service metrics for review by senior stakeholders. Maintain documentation and records in service management tools.
 
Internal Client Relationship Management
Build effective working relationships within the internal client organisation and contribute to the management of the partnering relationship, delivering high-quality professional services within established routines or as part of an agreed project
 
Process Adherence and Continuous Improvement
Follow incident and problem management policies and SOPs. Identify opportunities for process improvement and raise suggestions. Support audits and compliance activities when required. Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
 
Personal Development and Building Capability
Develop knowledge of ITIL and service management best practices. Participate in training and on the job learning opportunities. Build technical and analytical capability over time.

Education

Grade 12/ SAQA Accredited Equivalent (Essential); Relevant administrative, IT, or business-related qualification or studies (completed or in progress) (Advantageous) Diploma or certificate in IT, Information Systems, or Business Administration (Advantageous). Basic Excel or computer literacy certification (Advantageous) (Required)

Experience

1 or more years' experience in IT operation support (Essential); Experience within the call centre environment and systems (Advantageous); Experience in Financial Services Industry (Advantageous).

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.