timely manner and within the agreed SLA Updates tickets with resolution tasks performed Identifies, investigates the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming be carried out in the next shift Escalates all tickets to seek the right focus from CoE and other teams activities Audits and analyses incident and request tickets for quality and recommends improvements with updates tasks for automation, leading to a reduction in tickets and optimization of effort May also contribute
meetings. Overseeing and proactively reviewing the ticket board for exceptions and taking/setting decisive plans. Serve as point of escalation for complex tickets. Conducting team member reviews, performance management reporting. Support all team members in closing their tickets – work as a team. Working with the HR Manager on Scripting and coding experience Experience with ticket management systems
updating or logging tickets · Escalating tickets to relevant departments · Opening tickets and following up
updating or logging tickets · Escalating tickets to relevant departments · Opening tickets and following up
to train new trainees and develop the existing agent capabilities. Can confidently deliver required courses to train new trainees and develop the existing agent capabilities. Can confidently deliver required courses Coordinate with Grad bay Manager to help transition agent from Training to Grad bay as per expectations · Coordinate with Grad bay Manager to help transition agent from Training to Grad bay as per expectations ·
to train new trainees and develop the existing agent capabilities. Can confidently deliver required courses Coordinate with Gradbay Manager to help transition agent from Training to Gradbay as per expectations Coach Coordinate with Gradbay Manager to help transition agent from Training to Gradbay as per expectations Keep
system/technical issues by logging service desk tickets with IT Track all system/policy/operational changes
system/technical issues by logging service desk tickets with IT Track all system/policy/operational changes
issues to 2 nd Documentation and Updating of Ticketing/Helpdesk System Train end users on usage of computer
Daily IT technical desktop level support to the agents in the call centre Handing the daily IT Incidents