Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required ITIL Foundation Hard Skills 3
Employment Equity Yes Soft Skills 1
Other Language Required 1 Soft Skills 2
Other Language Required 2 Soft Skills 3
Job Description 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
