• PRINCIPAL ACCOUNTABILITIES (IPE Factors: Impact & Innovation)

 • CUSTOMER SERVICE 

 -Receive and log incoming service request tickets.

 -Work with our clients to resolve issues in a quick and friendly manner.

 -Support, troubleshoot, resolve and/or escalate received requests Assist clients with basic software installation and training.

• USE OF OUR TICKETING SYSTEM :

-Use our ticketing system to work on and resolve helpdesk tickets & service requests.

-Manage and record all work through our ticketing system.

-Ensures accurate logging incidents, service requests, access requests, and changes.

-Ensure that a ticket is a creator for every call and/or reported event in a timely and accurate manner.

-This one-call/one-ticket method effectively tracks all incidents and service requests. In the cases where a single incident has affected multiple users, creating a ticket for each.

-reported instance, and attaching it to a master ticket will allow for impact analysis on the outage.

-Make sure that IT support related documentation is well maintained and up to date.

-Escalate tickets according to the escalation matrix after the fixed time range.

-Make sure that tickets are followed up on promptly.

-Maintains full ownership of tickets through its lifecycle and Incident Management process.

-Ensuring all process elements, including Major Incident Management, are implemented and operationally managed.

-Follow the system change management cycle in all relevant changes and ensure that required documentations, communication and approvals are in place before executing a change.

• COMMUNICATION, REPORTING & RISK: 

-Create and maintain documentation for all client-related processes.

-Effectively and positively communicate with all IT team members, clients and stockholders.

-Escalate tickets according to the escalation matrix after the fixed time range.

-Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.

-Identify and communicate potential risks with possible mitigations to the area leader or Head of IT.

-Communicate possible changes in related IT services to the area leader or Head of IT to ensure full alignments before execution.

• TEAMWORK

 -Follow the schedule provided by the roster.

-Provides reports to an agreed schedule (or on request), including management summary, KPIs, and detailed performance reports.

-Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.

-Follow all our security procedures and keep a vigilant eye for security issues o Identify opportunities for improvement and make constructive suggestions for change.

-Contribute to the process of innovative change effectively.

-Undertake other duties as required by the area leader or Head of IT.

-Maintains the Lessons Learnt Log.

-Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made.

-Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users’ technical problems and provide information and status as requested.