all assigned Tickets are actioned daily and accurately updated daily. Ensure that Tickets are closed within given to the requestors. Escalate any incidents / tickets that cannot be resolved within the Application “Development Support Ticket Logging Guideline”. Manage & follow-ups on tickets escalated to the ‘Development Customer Support experience Experience with support ticketing systems such as Freshdesk Non-negotiable skills/experience
instructions. Event Monitoring ensures incident tickets for each alert and records corrective actions with knowledge of problem management processes and ticketing systems. Ability to function on a team and possess SDSF, and Mainframe Monitoring.' Knowledge of ticketing tools. Strong problem-solving ability and skills Operator. TSO/ISPF, JES, Z/OS Scheduling Tools. Ticketing System. ITIL Foundation advantageous. Basic understanding
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
Understand and use ConnectWise to effectively manage tickets to resolution Basic Exchange and File Server Administration installation, and full testing Complete RFQ within tickets for quotes Customer interaction and communication
liaise with various stakeholders such as SAPS, Metro / Traffic Departments, External Service Suppliers
liaise with various stakeholders such as SAPS, Metro / Traffic Departments, External Service Suppliers
go-lives safe and successful - Follow up on incident tickets to ensure long-term improvement - Actively make make suggestions to reduce the number of problem tickets - Proactive improvements in daily IT operations
safe and successful
- Follow up on incident tickets to ensure long-term improvement
- Actively
make suggestions to reduce the number of problem tickets
- Proactive improvements in daily IT operations
foundation data validation) Integration reporting (e.g. ticket status alignment) Conduct runbook automations (e
changes. Administering and providing support for tickets logged on the ICT service desk. Providing monthly