This position is responsible for providing a service to internal clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems to restore service to clients managing incidents to resolution focusing on second line support.
Query Resolution
- Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
- Develops and maintains a professional working relationship with the client on behalf of Merchants.
- Identify problems and errors prior to when they occur and log these timeously
- Investigate second line support calls assigned and identify root cause of incident and problems
- Take full ownership for managing the incident to resolution within the SLA
- Assist in analysing, assigning and escalates calls to the relative parties.
- Confirms Call resolution with client before resolving of the call on the IT Service Management System.
- Provide continuous feedback to client and affected parties
- Investigates and reports on incidents relating to server, network, security, EUC (end user computing) and telephony queries.
- Liaises with 3rd party vendors and 2nd line support to resolve escalated and problems and queries.
- Follow the require handover procedure for shift changes to ensure service continuity
Standard Adherence
- Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.
- Comply with Merchants accepted ITIL based Industry best practices.
Administration
- Complete daily morning checks on all managed information technology platforms and systems working towards consistent availability
- Maintains service and quality levels according to Merchants’ business standards, processes and procedures.
- Documents Standard Operating procedures and Work Instruction processes relating to Merchants and client specific systems.
- Manages the client’s expectations with regards to break-fix calls and service requests.
Desired Skills:
- Oral and written communication
- attention to detail
- problem solving
- planning and organising
- analysis
- resilience
Desired Work Experience:
- 2 to 5 years Client / Customer Support
Desired Qualification Level:
- Grade 12 / Matric
About The Employer:
Merchantsis a leading BPO solution provider specialising in customer experience andcustomer interactions. We focus on people, process and technology to createexceptional customer experiences. We are passionate about people and ourability to attract the best talent, coupled with our rich history of successand innovation across different industries around the world, is what differentiates us from our competitors.