IT Contact Centre Operator

Company description: The Clinix Health Group (CHG) assists communities to live longer, healthier lives through the provision of quality and affordable healthcare. The group provides integrated world-class healthcare systems both internally and externally to the broader ecosystem as a trusted local citizen.

Job Title               : IT Contact Centre Operator

Location               : Head Office

Reports to            : IT Infrastructure and Service Delivery Manager

JOB SUMMARY

The IT Contact Centre Officer is responsible for providing efficient technical support to internal stakeholders across Clinix Health Group while ensuring effective management of IT service requests and procurement processes. The role serves as the primary liaison between IT and business users, ensuring that incidents, queries and requests are resolved within agreed service levels and that high standards of customer service are maintained.

Minimum Qualifications

• Grade 12 (Matric).
• An IT qualification or certification is advantageous.

 Minimum Experience

• Minimum 2 years’ experience working in a similar IT support environment.
• Experience managing and resolving technical queries and incidents.
• Experience providing customer-facing IT support services (experience within a healthcare or hospital environment is a distinct advantage).
• Basic knowledge of IT hardware, software, Microsoft 365, and network troubleshooting.

 Advantageous

• Previous IT helpdesk or service desk experience.
• Diploma in Information Technology.
• ITIL Foundation Certification.
• Exposure to healthcare operations environments and clinical software systems (e.g., Practice Management, EHR/EMR systems).
• Knowledge of IT procurement processes and vendor/supplier management.

 Key Competencies

• Communication, customer service, and problem-solving skills.
• Understanding of IT service desk processes, ticket logging, escalation, and SLA management.
• Proficiency in Microsoft Office, particularly Excel, Outlook, and Word.
• Good administrative skills, including IT procurement coordination and supplier follow-ups.
• Ability to prioritise tasks, meet deadlines, and work effectively with IT teams and business stakeholders.
• Stakeholder Management (Clinical & Non-Clinical)
• ITIL Processes and Procedures
• Records and Information Management.
• Attention to Detail
• Resilience and ability to work under pressure

 DELIVERABLES

• Monitor and manage IT service requests, incidents, and queries via the ticketing system to ensure timely resolution.
• Provide telephonic, email, and remote desktop support to internal stakeholders (clinical and admin staff).
• Compile monthly IT reports, maintain accurate records, and submit supporting evidence for service delivery reporting, management reviews, and audits.
• Report on contact centre service levels (SLAs) on a daily, weekly, and monthly basis.
• Ensure accurate recording and communication of incoming and outgoing requests.
• Engage with IT team members regarding service delivery, prioritisation, and continuous improvement.
• Maintain IT Contact Centre standards and strict confidentiality requirements.
• Manage and support the Company's Microsoft Office 365 applications and user accounts.
• Act as a liaison between IT and business stakeholders to understand requirements and recommend suitable solutions.
• Build and maintain productive relationships with internal and external stakeholders.
• Assist with IT procurement and supplier-related activities (hardware and software).
• Ensure timely resolution of stakeholder complaints and service requests.
• Identify cost-saving opportunities and contribute to waste reduction initiatives.
• Escalate risks and unresolved issues appropriately to Tier 2/3 support or management.
• Support the IT Operations team with ad hoc projects and operational requirements.