Key performance areas: Liaise with business departments and external customers to define the scope of
Key performance areas: Liaise with business departments and external customers to define the scope of
pipeline, a vacancy exists in the Technology department for a Systems Developer.
Job Duties:and willingness to assist the users at all times Ensure 98% of all calls are answered within 30 seconds seconds. Update the call at least once a day with all correspondences and actions to ensure a complete audit resolving the call Responsible for taking ownership of all incidents that are specifically logged and therefore etc. Ensure that all IT incidents are logged, without exception Record details of all incidents, timeously reach a resolution Responsible for ensuring that all details captured into call management system are
data capture and typing skills Must be able to use all Microsoft Office applications. Must show excellent required from an Engineer at all times. The First Line Support Engineer must, at all times, understand the sensitive nature of their support offering and must ensure that all tasks and actions are done so with honesty and integrity Hand-over all incidents to the next shift for further resolution. Required to adhere to all Service Desk and Client specific processes Ensure that 98% of all calls are answered within 30seconds Accountable for
or equivalent qualification recognised by the Department of Higher Education & Training Personal Attributes:
or equivalent qualification recognised by the Department of Higher Education & Training What the job
or equivalent qualification recognised by the Department of Higher
the Internet and other IT-related systems. Monitor all critical systems and respond to alerts generated Take responsibility for the smooth operations of all “Client/Sites” core infrastructure Configuration professionally manage them through to resolution Ensure all incidents, issues and changes are recorded through ticketing system Provide hands on escalation support for all IT teams and colleagues Proactively manage assigned sites and suggest improvements Provide support for all IT related projects (out of hours working, occasional
delivering exceptional client service experiences to all clients. Queries and interactions are mainly telephonic is the responsibility of the agent to ensure that all issues are thoroughly investigated, and that the ticket Logs are dealt within SLA. • Adhering to all AD-HOC work given by manager • Available for overtime