tasks and tickets as required Action and resolve CIM (Critical Incident Management) tickets as required Management) tickets Raise and lead tasks PM (Problem Management) tickets as identified Handling Tickets and Tasks the organisational Agile Working Model Performing ticket duty services as and when required in-line with
Operating Procedures Follow up on all assigned tickets and ensure Customers are updated hourly Escalate Adhere to daily standards regarding the closing of tickets Trouble shooting Diagnose the problem, identify Emails Monitoring by Team Leader Incident Logging Ticket raised within 15 minutes of receiving the call call or email Tracking Report /BI Tool Tickets Incident Handling Ensure compliance with ISO standards Timely of 10 tickets closed daily Tracking Report /BI Tool Annual ISO Audit Tickets, emails SLA Tickets Trouble
Ensure adherence to standard of ticket logging by team members - Tickets logged within 15 minutes of receipt client/ system. Ensure adherence to standard of ticket handling by the team members. - Update clients standard of ticket resolution by the team members - NOC Engineers - minimum of 10 tickets closed daily daily. NOC Administrators min. 20 tickets closed daily Resolve and manage Customer escalations - Within Customer resolution of issue Analyse trends and ensure problem tickets are raised. - Minimise repetitive issues Coordinate
Ensure logging of all support requests within a ticketing system (either ITS or customer owned) Perform Ensure resolution of escalated tickets in the ticketing system and monitor ticket ageing for assigned site
Ensure adherence to standard of ticket logging by team members - Tickets logged within 15 minutes of receipt client/ system. Ensure adherence to standard of ticket handling by the team members. - Update clients standard of ticket resolution by the team members - NOC Engineers - minimum of 10 tickets closed daily daily. NOC Administrators min. 20 tickets closed daily Resolve and manage Customer escalations - Within Customer resolution of issue Analyse trends and ensure problem tickets are raised. - Minimise repetitive issues Coordinate
Technician Service Accurately allocate on site tickets to the relevant technician/branch/contractor within Accurately log all field support and telephone tickets and close within 30 minutes of receiving request quotes within 4 hours of receiving. Keep all open Tickets up to date including all Multinational systems
regulatory compliance Financial Examination and Verification: Examine financial records and statements
regulatory compliance Financial Examination and Verification: Examine financial records and statements
compliance with tax laws Financial Examination and Verification: Examine financial records and statements
compliance with tax laws Financial Examination and Verification: Examine financial records and statements