Are you an experienced Service Desk professional looking for a new opportunity? Rand Water, one of South Africa’s largest water utilities, is hiring for the position of Service Desk Officer (M-Band). This permanent role is based in Gauteng, at the Rietvlei site in Glenvista, under the Finance portfolio.

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If you have a background in business or computer information systems and at least four years of experience in a service desk environment, this could be your next career move!

Service Desk Officer Job Overview

Job Title: Service Desk Officer (M-Band)
Reference Number: RAN241016-1
Location: Rietvlei site, Glenvista, Gauteng, South Africa
Closing Date: 30 October 2024
Portfolio: Finance
Job Type: Permanent
Salary Band: M-Band (Details available upon application)

Service Desk Officer Job Description

As a Service Desk Officer (M-Band) at Rand Water, you will serve as the first point of contact between the Financial Shared Services Centre (FSSC) and its customers. You’ll be expected to provide efficient, high-quality support for all services offered by the FSSC. The role requires strong communication and organizational skills, leadership, and the ability to handle a variety of customer queries and technical issues.

Job Responsibilities

The Service Desk Officer is tasked with ensuring that all customer queries and technical issues are addressed promptly and professionally. Below are the primary duties associated with this role:

1. Customer Query Handling

Act as the first point of contact for all FSSC-related customer queries.
Provide solutions and responses in a timely and effective manner.

2. Issue Resolution

Investigate and resolve first-level technical issues.
Escalate complex problems to relevant departments as needed.

3. Change Request Processing

Manage change requests by liaising with internal teams and ensuring that updates are communicated to customers.

4. Process Compliance

Follow predefined processes for the service desk environment.
Ensure compliance with company procedures and customer service protocols.

5. Escalation of Requests

Identify and escalate critical customer requests or exceptions that require higher-level interventions.

6. Communication of Policies

Keep customers informed about relevant policies and changes related to service desk operations.

7. Service Request Allocation

Allocate all service requests logged in the system to the appropriate support team or person.

Requirements

To be considered for the position of Service Desk Officer at Rand Water, you need the following qualifications and experience:

Educational Qualification:
- Bachelor’s degree in Business, Computer Information Systems, or a related field.
Experience:
- At least four years of experience working in a service desk unit.
- Previous exposure to a high-volume processing centre environment will be an added advantage.
Technical Skills:
- Experience with service desk operations, including logging and tracking customer service requests.

Skills and Competencies

The ideal candidate should possess the following skills and attributes:

Technical Skills

Computer Literacy: Proficiency in MS Office (Word, Excel, PowerPoint) and email applications like Outlook.
Knowledge of Service Desk Systems: Familiarity with logging systems, change requests, and escalation processes.

Soft Skills

Leadership: Ability to lead and influence teams and contribute to a positive work environment.
Communication: Excellent verbal and written communication skills to interact with customers and internal teams.
Organizational Skills: Ability to manage multiple tasks and requests in a structured manner.
Adaptability: Flexibility to adjust to changes and new demands within the service desk environment.

Personal Attributes

Reliability: A dependable professional who can manage responsibilities effectively.
Proactive: A problem solver who takes initiative in addressing customer needs.
Assertive and Diplomatic: Ability to assertively address issues while maintaining positive customer relationships.
Empathy: Understanding and addressing customer concerns with a human touch.
Team Player: Ability to work well independently as well as part of a team.

Attitude and Values

Rand Water places a high emphasis on professionalism, integrity, and customer focus. The Service Desk Officer should exhibit the following attitudes and work values:

Deadline-Oriented: Ability to meet deadlines and manage time efficiently.
Confidentiality: Maintaining the highest levels of confidentiality when dealing with sensitive customer and company information.
Relationship-Building: Build positive and effective relationships with customers and colleagues.

Why Work at Rand Water?

Rand Water offers a dynamic and supportive work environment with opportunities for personal and professional growth. As part of a leading water utility company, you’ll have the chance to contribute to an essential public service, providing reliable water services to millions of South Africans. The role of Service Desk Officer is an excellent opportunity to develop your career while making a real impact on your community.

How to Apply

Interested candidates who meet the requirements can apply by visiting Rand Water’s official website. Be sure to submit your application before the closing date of 30 October 2024. The reference number for this position is RAN241016-1.

Application Checklist

Updated CV
Certified copies of qualifications
Proof of experience
A cover letter highlighting your suitability for the role

The Service Desk Officer (M-Band) position at Rand Water is a fantastic opportunity for individuals with a strong background in service desk operations, who are passionate about customer service and technology. By joining one of South Africa’s most vital public service providers, you will not only advance your career but also contribute to the efficient and reliable delivery of water services across the region.

If you meet the qualifications and are eager to take on a new challenge in a dynamic work environment, don’t miss the chance to apply before the 30 October 2024 deadline.