JOB DESCRIPTION

Job Title: Support Helpdesk Consultant

Please do not apply if you do not have basic SQL experience.

Purpose of the Job

The purpose of this job is to provide 1st and 2nd response remote support, assistance, and operational support to UCSTS Clients. Determining root cause and finding appropriate solutions that satisfy the client’s needs.


Outputs to be delivered

Outputs
Standards
1. Provide 1st and 2nd level support to the Clients
Queries and complaints resolved within client ‘s SLA
- Investigates problems and suggests possible solutions
- Ensures that all interactions with the client are professional and positive.
- Follows up on all outstanding queries.
- Ensure all calls are logged and have a meaningful detailed root cause.
- Take ownership and responsibility of a log.
- Daily checks - investigate discrepancies.

2 Deployments
Completed within agreed time-frames
- Completed correctly, first time
- Ensure minimum impact to the client.

3. Operational Procedures
Completed periodically in accordance with the SLA.
- Completed accurately first time.


4 Function as part of a team
- Assist co workers readily.
- Escalate where appropriate.
- Regular contact with staff, colleagues, management, clients and internal departments.
-
5 Self training on UCS-TS clients Business rules and architecture.
- Determine training needs.
- Propose how training can be done.
- Successfully complete training.-
6 Productivity
- Time is accurately recorded
Timeous requests for leave/sick leave

Tasks to be performed

Output
Provide 1st and 2nd level support to clients
- Provides helpdesk support service.
- Investigates reasons for problems and solves them for clients.
- Follows up on all outstanding queries timeously as per the SLA with clients.
- Work closely with the development team in order to resolve problems as efficiently as possible.
- Analysing and solving data related problems.
- Identifying Hardware problems.
- Log calls accurately.
- Ensuring client satisfaction.
- Maintain high level of product knowledge.
- Identify clients who need further training.
- Share knowledge with other team members.



Output
Rollouts/Releases & Patches
Co-ordinate the development and client in order to ensure
minimum risk and downtime for the client.

- Deploy correctly at the agreed time.

- Check deployment to ensure it was successful.

- Rollback change in the event of failure

- Notify all parties as to the success/failure of the deployment.


- Share knowledge with other team members.

Output Operational Procedures

3. Understand operational requirements for each “outsourced” client.
- Familiarise yourself with client’s environment and interfaces.
- Perform operational procedures (month-ends) within client’s agreed SLA.
- Daily checks or each outsourced client.
- Maintain an accurate record of all processes/steps involved.
- Share knowledge with other team members.
- Maintain log of all tasks performed.
- Suggest process improvements where necessary.
- Escalate problems encountered both internally and to the client.

4. Function as part of a team
Provide input, assistance and guidance to other customer services staff when required.
- Communicate within UCSTS escalated issues.
- Share work related knowledge and experience.
- Responsible for personal development and career progression with regards to knowledge of system, procedures and practices.

5 Self training on Dolfin Business rules and architecture.
Rate skills and advise on training needs.
- Supply a list of objectives for skill to be attained
- Supply suggestions of training courses or internal training process.
- Complete training
- Attend Dolfin development / Helpdesk meetings.

6 Productivity
- All calls are logged and accurate time is recorded
- Communicates with team leader/manager re leave
- Timeous feedback on Sick leave-