Description : Customer Data Hub Support Desk. Company : Nedbank. Location : Remote in Johannesburg, Gauteng

REQ # 126428 Talent Acquistion Consultant - Ezekiel Dube Location - Sandton Closing Date - Pipeline
About the role:
We are looking for a strong detail oriented individual for an admin/data role.
Duties And Responsibilities

• Manage support tickets logged for data-driven systems via the Tier-1 Helpdesk.
• Ensure that incidents logged are closed within the SLA times.
• Own/Contribute to the department knowledge base by enhancing the library/guides with newly identified scenarios and resolution steps.
• Remain courteous, tactful, honest, and professional in all communication with other parties.
• Ensure that feedback and follow ups to customers is meaningful and accurate.
• Process support or information-requests from various sources (phone, email) for the purpose of providing solutions to the customer.
• Telephonically and remotely identify, diagnose, and resolve all requests to the expected quality standards
• Foster good relationships with all stakeholders
• Proactively resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management where applicable
• Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements.
• Update incidents, requests, problems, and/or events with progress and resolution details.
• Enter data into system accurately and efficiently. E.g., bulk updates & individual updates
• Maintain data entry requirements by following data regulatory procedures.
• Maintain operations by following policies and procedures.
• Understand and embrace the Nedbank vision and demonstrate the values through interactions with teams and stakeholders.

Knowledge, Skills, and Attributes:

• The ability to communicate well and to capture all pertinent details when required will contribute to their success
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships
• Excellent client service orientation and passion for achieving or exceeding expectations
• Excellent written and verbal communication skills
• Ability to plan activities and projects well in advance, and considers possible changing circumstances
• Ability to work well in a pressurized environment
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
• Technically minded with strong fault finding and problem-solving abilities

Personal Qualities:

• A can-do attitude and willingness to bring positive energy to any situation
• Organised & Data-centric
• Sense of urgency and deadline driven
• High attention to detail
• Team player and must be able to work independently
• High commitment, proactive
• Eager to learn and constantly improve

Formal Qualifications & Experience:

• At least 5 years working experience in an IT Operations/Technical Services environment
• Proven SME level of work experience (system functionality, business processes, workflows)
• Exposure to ERM/DCAR processes and client data maintenance is preferred
• Background in any Data analysis (tools & methodologies) is beneficial
• ITIL Foundation certification will be beneficial
• Banking experience will be preferable.

- Please contact the Nedbank Recruiting Team at +27 860 555 566