Service Desk Agent-Bytes System Integration

Purpose of the job:Log incidents and then escalate to 2nd line supportAdditional requirements: Ability to work independently
Job Requirements

Customer
To liaise with business units, partners, suppliers, and management relating to the operations of the
department to ensure compliance to legislation, Altron policy and procedure as well as delivering on the Altron
customer experience.
To ensure continuous communication, technical resolution and feedback regarding escalations to Service Delivery Manager and/or customer
To build closer working relationships with client and vendors
To ensure that all Service Continuity and Distaster Recovery tests are completed annually on system and documentation updated
To ensure that all technical and operational solutions provided to the client are aligned with their functional requirements
To create, supply, and schedule all requested reports to internal and external clients and management according to SLA and Altron policy and procedures
To ensure that service levels achieved according to SLA for each supported client
To ensure continuous communication, technical resolution and feedback regarding escalations to Service Delivery Manager and/or customer

To ensure that all processes and procedures for the operations are documented and adhered to
To resolve and coordinate all client queries and complaints according to Altron policy and procedure
Internal Process


Do First Line Support on Technical Support queries that include, but not limited to: Printer issues, creating user accounts / basic AD dmin, password resets,account unlocks, Mail release, troubleshoot where possible prior to passing to 2nd line support.
To utilise SOPS to ensure that users are assisted where possible.
To achieve high results on QA's perfomed.
Following up on open incidents logged - daily. Follow up with customers on the status of calls in progress Ensure adherence to SLA metrics in terms of call priority and severity- daily
To ensure there coaching on QA is adhered and understood to alleviate repetitive mistakes
Enusre that process adherence on User Entry and Exit is managed.
Accurate capturing of tickets and priorities alligned to process and procedure.

Human Capital

To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is
successfully completed within the Altron policy and procedure framework.
To mentor and coach subordinates within the specific area of responsibility according to policies and
procedures
Time Management - Working hours, lunch breaks, smoke breaks, logging in and out via the biometrics system

Apply Here http://bit.ly/2K2RJHb

Job id : , #68456, 110 views,

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