Service Desk Agent - City Of Johannesburg Metro Verfied

Salary Negotiable City Of Johannesburg Metro, Gauteng City Of Johannesburg Metro, Gauteng more than 14 days ago 02-12-2016 8:55:24 AM
30-12-2016 8:55:24 AM
Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required A+ and N+ Hard Skills 3
Employment Equity Yes Soft Skills 1
Other Language Required 1 Soft Skill 2
Other Language Required 2 Soft Skills 3
Job Description Main purpose of the job:
-To log calls via the HP Service Management system and the telephone from clients according to SLA and to reset and unlock network passwords for clients
Key Performance Areas
Client Queries
-To resolve and coordinate all escalated client queries, requests and complaints according to SI policy and procedure as well as the relevant SLA.
-20
Follow Up
-To follow up on completed tasks/calls/incidents as per the customer/user policies and procedures and to update the journals in the call logging system within the agreed SLA's of the customer.
-20
Customer Satisfaction
-Customer satisfaction survey measurement and user participation. Continuous service improvement
-10
Communication and Lease
-Continuously communicate and liaise with internal users, external vendors / service providers, client and management in a professional manner. Continuous reporting on critical business services affected.
-25
Service Level Agreement
-Repair times, resolve times and prioritizing as per contractual service levels, on individual and team level based on the % of reworks of the team or individual responsible for delivery.
-10
Human Capital
Personal Development
-Career and training plan and broadening own technical, functional and industry skill base, including active knowledge transfer
-50
Effective Timekeeping
-Measuring time and attendance and productivity.
-25
Administration
-HR Administration concerning leave, overtime and expense claims approved and submitted to HR/Payroll by deadlines
-25
Reports
-Compile and submit all required reports to management and clients on a daily, weekly and monthly basis according to SLA and ad hoc requirements
Desktop Policies and Procedures
-To adhere to all customer desktop policies and procedures and completion of agreed documentation as the agreed procedure with the customer within the SLA (through security reports)
First Line Support
-First line support on all desktop and relevant application support related matters according to SLA and Policies and procedures.
Monitoring
-Daily checks and monitoring based on % of reworks of individual responsible for checks
Individual Measurement
-Individual measurement based on quality and availability of SSRS reporting.
SLA Monitor
-Continuous (Daily, weekly and monthly) SLA monitoring and reporting on any discrepancies / deviations
Call management
-To ensure that all relevant incidents and tasks are managed according to SLA and customer policy and procedures
Quality Documentation
-Quality of administration, structures, policies and procedures documented
Job Requirements Experience
-Desktop Support
Essential
Competencies Required
-Communication
-Commitment to Personal Growth
-Compliance
-Networking and Connecting to People
-Organising
-Personal Resilience
-Problem Definition and Analysis
-Team Work
Compensation Information
Salary Grade Patterson Grade C
TCOE Min 6000.00
TCOE Max 8000.00
Per Month
Salary Currency Type South Africa, Rand