The Role: Essential functions:
- Cradle to grave management of tickets and other adhoc TLM functions
- All aged/unmanaged tickets to be escalated to relevant support groups and updated (Incidents 3 days and Request 7 days)
- Sound Knowledge and Understanding of Ticket Management Processes as per Client Contract Agreement.
- Ensure that all relevant tasks within your area of expertise are performed within agreed upon deadlines and parameters.
- Suggest new/improved way of work (CSI??s)
- To ensure that all HR Policies and Procedures as well as BU Specific procedures are adhered to, e.g. house rules, housekeeping, dress code, assets etc.
- Compliments and complaints/ escalations received
Skills and Experience: Essential Qualifications:
- Grade 12
- A+, N+
- Soft Skills and ITIL Foundation (Requirement for Snr. Service Desk Agent)
Preferred Qualifications:
- Technical IT Qualification
Experience required:
- IT service desk and FCR experience