all support calls are attended to and that all tickets are resolved within the SLA. • P1 & P2 issues hours) • Ensure frequent updates are captured on the ticket for visibility to all parties. Must have Experience
changes, new functions and bugs compiled. • Request ticket updated according to status. • All relevant code relationships with relevant people maintained. • RT(ticketing system) system maintained. • Knowledge is shared
improvement Monitor support requests via the divisional ticketing system, resolve them or escalate them to the correct provide regular reports on support services and ticket metrics Monitor user account activity and compile
channels such as phone, email, Freshdesk support tickets • Ability to provide step-by-step technical help inclusion. Accountability • Ensure his/her support tickets are completed correctly and timeously. • Completion
Cisco and general networking Managing support tickets from Cisco LAN, Meraki and ISE customers General Cisco and general networking Managing support tickets from Cisco LAN, Meraki and ISE customers General
improvement Monitor support requests via the divisional ticketing system, resolve them or escalate them to the correct provide regular reports on support services and ticket metrics Monitor user account activity and compile
troubleshooting. Generation and update of tickets within the IT Support Ticket system utility for the purpose of
Reporting on the following: Sales performance by airline; destination and other parameters Trend analysis Reporting on the following: Sales performance by airline; destination and other parameters Trend analysis
implementations and changes. Proficiency with Jira ticketing systems. Proven project management experience