Job Function

-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

-To provide IT Technical support and administration to the internal users of the company

Job Requirements

Qualifications Type & Description

-A+, N+

Essential

-GRADE 12

Essential

- MCSA

Essential

-ITIL Foundation V3

Essential

Key Performance Areas

Customer

Client Liaison

-To liaise with internal and external clients, vendors and management to ensure that compliance to legislation and customer service targets according to SLA within SI brand identity.

Client Queries

-To resolve and coordinate all client queries and complaints according to SI policy and procedure as well as the relevant SLA.

Average Handle Time

-Voice and email calls in each queue answered within client SLA, and an AHT of 5 minutes per analyst for emails and phone calls to maintained.

Service Level Agreement

-98% of calls resolved within client SLA.

First Line Call Resolution

-Monthly first call resolution targets met.

Human Capital

Development activities

-To ensure that all allocated and agreed development activities are successfully completed within the SI policy and procedure framework.

Internal Processes

Desktop Support

-To advise and support clients on all relevant desktop support (hardware, software and applications) related matters according to SLA and client SI policies and procedures

Call Resolution

-To ensure the resolution of all logged calls within the SLA parameters as well as accurate updates of calls on each incident according to client SI policy and procedure.

Change Requests and Projects

-To ensure that all incidents, tasks and deliverables related to change requests and projects are successfully completed according to SLA and company SI policy and procedures.

Calls Processed & Logged

-Equal percentage of total phone calls and emails to be processed/ answered by each agent in Genesys, and equal percentage of total calls logged in the service desk must be logged by each agent.

Attendance

-To ensure that you are consistent, reliable and punctual as per hours of operation and clients requirements.

Correct Call Logging

-Logging of all calls with correct group, assignee, priority, categorization, description, client details

Experience

-Desktop Support

Essential

1 Year

-MS Office

Essential

1 Year

-Microsoft Windows

Essential

1 Year

-Service Desk

Essential

1 Year

Competencies Required

-Communication

-Commitment to Personal Growth

-Compliance

-Decision Making

-Personal Resilience

-Problem Definition and Analysis

-Team Work