Job offer: IT Support Technician Team Lead at FNB

Job Description Summary

To lead a team of Desktop and ATM support technicians that perform general desktop and ATM hardware/software/network and peripheral updates and repairs.

• Deliver against operational and cost targets.
• Prioritise resource allocation to minimise and reduce wastage.
• Monitor costs for the financial year according to the operational plan
• Allocates and approves expenditure.
• Review cost reports and resolves or explains variances to the budget Identify, control and escalate potential risks that may lead to increased costs.
• Manage costs or expenses within approved budget to achieve cost efficiencies.
• Provide input into the budgeting process and monitor utilisation for the financial year according to the operational plan.
• Produce or review budget reports to make sure they accurately reflect work activity.
• Ensure financial documentation is maintained to support accurate record keeping and future legislative requirements.
• Escalate potential budget risks that may lead to increased costs or financial losses.
• Present work proposals on planned activities that will require financial resources Allocate and approves expenditure.
• Collate, analyse and evaluate data and information to forecast expenditure and cash flow trends and make recommendations to improve budget.
• Deliver customer experience excellence aligned to Organisational values and service standards.
• Build professional long-term relationships with customers based on trust that builds the brand.
• Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service.
• Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application.
• Provide customers with relevant information to keep them informed of products and service options.
• Ensure full understanding of customer needs to deliver a quality service.
• Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards. Communicate how customer service solution will be implemented and secures buy-in.
• Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options.
• Ensure resolution of customer queries and complaints timeously and ownership of issues.
• Analyse customer feedback to help improve customer service.
• Propose ideas to improve customer service.
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in.
• Engage in cross-functional relationships to obtain and to provide work support.
• Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability.
• Ensure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map.
• Research, enable and consult on improvements and opportunities to harness technology and platform enablement.
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy.
• Monitor customer feedback reports and align processes to maximise efficiencies.
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities.
• Provide input into the development of the business area tactical strategy in achievement of the overall business strategy.
• Develop and implement an area operational plan in achievement of Business objectives.
• Understand competencies and skills required for own and employee’s development and performance Identify development needs and select effective solutions to address own and employee development needs.
•  Ensure that each employee prepares a personal development plan that is implemented and reviewed as required.
• Provide on the job coaching and guidance.
• Responsible for the timely and effective response of ATM failure and problems through logging of problems and the co-ordination of rapid and appropriate responses.
• Ensure that all ATM/ADT downtimes and inefficiencies are reported, root cause analysis are undertaken to avoid recurrence.

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

End Date: November 27, 2024