Introduction
System support within the I&T Frontline (POS) Team, performing various entry level duties such as monitoring of the POS estate and resolving technical queries regarding the different applications relating to the POS system. This includes management and resolution of assigned call types known as incidents, problems, known errors, service requests and project items within agreed SLAs to keep productivity and availability of the POS estate at optimum.
Duties & Responsibilities
Monitoring of the POS estate
Monitor the status of the various POS equipment in the PnP estate and report/resolve all issues/defects found within agreed timelines
Proactively report any incident trends or risk factors occurring in the estate to mitigate them
Incident management – attend to all incidents which are assigned to the team and resolve them within SLA
Reduce call volumes by improving and streamlining processes
Communicate promptly and clearly to all stakeholders relating to the incident
Customer service approach with courtesy follow up communications
Attention to detail in incident updates and actions carried out
Reach daily target regarding incident closure volumes
Knowledge Management & Transfer
Document training material and share with team members in order to upskill and create awareness
Stay abreast of any new developments and current knowledge base within the team
Share ideas and communicate any new incidents that would potentially have high impact to the team in regularly scheduled meetings
Upskill yourself and team members about the systems and applications pertaining to your area and beyond
Vendor Interactions
Maintain good vendor relationships
Ensure that vendors are attending to incidents timeously and follow up often in order to resolve them efficiently
Desired Experience & Qualification
IT diploma/certification
1 year experience in system support
Computer literate: MS Office
Exposure to an IT customer service environment
Understanding of IT Infrastructure, POS systems and general store processes (e.g. cashier, supervisor, back office reporting) is advantageous
POS Systems
Operating systems
Retail store processes
Nagios
ITIL
Competencies
People Orientation
Attention to detail
Patience
Team Player
Absorb Pressure positively
Problem solving ability
Customer Service
Interpersonal skills
Communication Skills, analytical and presentation skills