Job Description

Stretching along the expansive and enchanting coast beside the Indian Ocean, Wild Coast Sun is guaranteed to delight adventure-seekers with a range of exciting activities. From the recreational to relaxational, you can explore and enjoy the exceptional standard offerings that is synonymous with a Sun International resort.
The perfectly positioned Wild Coast Sun encourages you to immerse yourself in the South Coast's striking beauty. From the banks of a majestic river right through to the unspoiled beaches of Eastern Cape, Wild Coast Sun inspires unforgettable sea-side adventures. The hotel's azure swimming pool affords guests the opportunity to recharge in the warm coastal sun while admiring a gracious sandy white beach. It is the perfect spot to inhale refreshing ocean air while embracing the calming sounds of crashing waves. Wild Coast Sun's iconic waterpark - Wild Waves Water Park has an exciting assortment of aquatic activities for all ages to enjoy. The park is home to some of the world's best rides, offering thrill-seekers adrenaline-pumping slides including the Aqualoop, Superbowl, the steep Speed Slides and Boomerango. Those looking for relaxation fun can revel in the rejuvenating Lazy River. Delve into an exceptional pampering session at the Mangwanani Private African Day Spa, with luxurious treatment and beauty therapy packages. All spa treatments are carefully curated by professionals that allow for a rejuvenating experience like non other.

Main Purpose of the Job
Responsible for timely and effective response to IT user queries and problems through the receipt and logging of problems; co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems; and basic telephonic coaching to users on these systems when required.
Job and Scop Responsibilities
Certifications/Accreditation/Registration/Licenses

• Meets all requirements for a Gaming licence

Work conditions and special requirements

• Able to work shifts and weekends
• May be required to work overtime in line with operational requirements

Incident Management & Service Desk Allocations

• Respond telephonically to user issues
• Identify user information
• Log incidents / calls
• Complete checklists
• Conduct telephonic diagnostics to facilitate prompt resolution where possible
• Pick up new incidents and correctly assign to relevant engineers
• Monitor severity of incidents, update the system, and escalate issues where necessary in line with policy
• Complete Incident priority reports for shift handover meetings with the correct level of detail for current incidents

User Engagement

• Answer calls received by the service desk promptly and treat all clients with respect
• Analyses severity of the issue i.e. high, medium, low
• Elicit caller information for mandatory fields
• Capture information accurately and efficiently into the system
• Interacts with the client and provides service to resolve their individual queries
• Identifies and resolves potential service issues first time round
• Complaints, disputes and suggestions are actioned / escalated as per SOP
• Service delivered as per SOP

Job Requirements
Education

• Grade 12
• 1-Year Certification in IT or equivalent NQF Level 5 in IT
• MCSE, ITIL Foundation Certification is an advantage

Experience

• Minimum of 2 year relevant IT industry experience.
• Experience with the BMC Remedy system
• Experience with Microsoft Active Directory an advantage
• Experience with hospitality and gaming systems an advantage

Core Behavioural Competencies

• Problem solving
• Assessing and evaluating information
• Initiative
• Decision-making skills
• Customer service

Technical Competencies

• Technical acumen
• Risk Management skills
• Listening skills
• Telephone skills

Accreditation / Registrations / Licenses
*Meet the requirements for a gaming licence.
Work Condition & Special Requirements
*Ability to work shifts that meet operational requirements.
Know How

• Requires specialised knowledge of techniques, equipment and processes relating to IT practices, equipment, applications
• Short term planning within a 3-months timeframe involves conducting
• Perform the organisation, planning and prioritisation of tasks for self to ensure that work gets done efficiently and within budget constraints;
• Interact with clients and other functions and teams with regards resolving technical issues.

Problem- Solving

• Think and apply business acumen and sound common sense in the implementation of multiple, at time substantially different procedures, standards and precedents.
• Interprets client issues and resolve directly or escalates to manager as required
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving client queries.

Please Note:
Preference will be given to suitably qualified employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998 (and any amendments thereto), the relevant internal recruitment policy as well as unit's employment equity plans and Gaming Board License conditions. As a result of the company's operational requirements, you may be expected to work in any area designated as a "smoking area".
Right of first refusal will be given to candidates from Mgungundlovu Communal Property Association (MCPA) and the licensed areas: (Mbizana, Flagstaff, Mount Fletcher, Lusikisiki, Matatiele, Mount Ayliff, Mount Frere, uMzimkhulu, Ntabankulu) People living with disabilities are encouraged to apply.
POPI Statement
POPIA
Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement. Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.

Skills Required