all non-hardware related incidents recorded in Ticket Management System. Monitoring and delivering Service
running smoothly.
The Application Support Agent plays a critical role in implementing and supporting After-sales departments.
The Application Support Agent will be responsible for monitoring and ensuring
candidate into the position of a IT Service Desk Agent: Level 1. This position is based at Electronic Laboratory
incoming client inquiries via phone, email, and ticketing system
at all levels, including reservations, fares, ticketing, re-issues, refunds for all routing complexities understanding of country emulation and local partner ticketing abilities. Fulfil a generalist role within the charged at time of ticketing including invoicing and referral bookings. No tickets to be on the un-invoiced un-invoiced ticket list. Ability to benchmark accurately, as per client requirements. Ability to document
Plan tickets for teams every day (Project Management) Manage numerous teams and track daily tickets. Manage teams have completed daily summaries. Closing of tickets. Vehicle management (rentals, inspections etc.)
via the divisional ticketing system, resolve them or escalate them to the correct agent
via the divisional ticketing system, resolve them or escalate them to the correct agent Provide level 1 provide regular reports on support services and ticket metrics Monitor user account activity and compile
via the divisional ticketing system, resolve them or escalate them to the correct agent Provide level 1 provide regular reports on support services and ticket metrics Monitor user account activity and compile
throughout the rest of the organisation and owning all tickets from cradle to grave Service Level Management Monitor service levels and functional ownership of all tickets logged from cradle to grave once escalated to a report on this weekly/ monthly. FCR is defined as a ticket resolved at first contact or by a single resource in under 1 hour. The target is 70% of tickets to be FCR. Ticket Ownership Responsible for delivering a within the agreed service levels, and owns all tickets from cradle to grave. Ensure that technical and