Overall Purpose of the Job
Responsible for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the coordination of rapid and appropriate responses for basic problem resolution for new and existing systems. Provides basic telephonic training on these systems when required and may manage the incident to completion.
Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time, and completion of correct code system and database are maintained. In a sales-oriented centre, maximises cross-selling opportunities and ensures that targets are attained. In a Service Centre / Help Desk function, provides first-line support for user enquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the coordination of rapid and appropriate responses. This includes basic training for the user, assisting the user to resume normal operation, channelling requests for help to appropriate functions, monitoring progress, and keeping users appraised.
The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems, and resolutions, for administration and planning purposes.
Provides service on a shift basis for:
- Weekdays up to 12 hours (06:00-18:00)
- Saturdays up to 6 hours (08:00-14:00)
- Sundays up to 4 hours (09:00-13:00)
- Resolve Help Desk Calls
Education (Formal Qualification required)
Minimum
- Certificate / Diploma in IT
- ITIL
Ideal
- IT Degree / Diploma in IT
- D365 MB300 training and system experience
Service Desk & Call Logging
- Resolving the logged call if you have the ability to do so; alternatively, escalate to application support, infrastructure, BPA, or Development.
Call Logging
- Log call on Service Desk within SLA, accurately populating all call details.
- Log calls with External Companies as required.
- Classify, prioritise & assign all logged calls.
- Log and administer incidents, problems, change requests & service requests.
Call Update
- Following up and updating calls on Service Desk.
1st Line Support
- Resolve as many logged calls as possible before escalation/within SLA.
- Awareness of all Incidents, problems & Changes on Service Desk and their priorities.
Service Desk Reporting
- Assist in Service Desk Reporting (daily, weekly, monthly).
- Evaluate and train Service Desk team members to ensure that 1st line call resolution is achieved.
Knowledge Management
- Assist in Commission, produce & administer Knowledge base articles arising from calls, applications, and systems support.
Customer Support
- Understanding & attending to Group IT customer needs.
- Support Group IT customers using customer support principles.
- Communicating (proactively & reactively) with customers.
Applications & Systems Support
- Provide 1st level support on assigned applications within SLA.
- Monitor and administer Applications/Systems Problems.
Applications & Systems Administration
- Assists with daily administration tasks (Applications checks, maintenance, and upgrades).
- Provide accurate & clear verbal and written reporting for application failure investigations and resolutions.
Applications & Systems Training
- Prepare & present training sessions to Junior Staff.
Applications Access Management
- Administer the Access Control System (P7) i.e. grant access rights, channel access rights calls, update & terminate.
Other Special Requirements
- Ability to work in Virtual Teams and Remote Teams.
- User experience with Dynamics 365.
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