result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined
7 service window for both change and incident handling Tickets can be opened as service request or real Service time DAM operations concerning ticket handling: Critical/High/medium/low: 724 Solution time DAM DAM operations concerning incident ticket handling: Critical: 1 Std. High: 4 Std. Medium: 17 Std. Low: DAM operations concerning service request ticket handling: Critical: 1 Std. High: 4 Std. Medium: 17 Std
3 years' experience in a similar position Bulk handling equipment and or systems are an added advantage
areas of responsibility Request/Incident logging, handling and escalation (identifying and responding to and networks, liaising with 3rd party suppliers, handling escalation through to resolution using allmeans
support.
and emails.
- Issue Handling:
- Handle tickets and tasks, ensuring closure
Support applications in BW and SAC. Assist in handling incidents and monitor data loads Important: A Support applications in BW and SAC. • Assist in handling incidents and monitor data loads • Important:
customers. • Take care of the implementation and handling of changes and solving disruptions and escalations ability to work in a fast-paced environment and handle multiple projects simultaneously. • Ability to
customers. • Take care of the implementation and handling of changes and solving disruptions and escalations ability to work in a fast-paced environment and handle multiple projects simultaneously. • Ability to
clients through meetings, calls and emails.