Log your Jobs in ticketing system with relevant amount of information including correct priority and category
Escalate incidents to senior members of the team in timely manner while maintaining good level of communication with your customer/caller – own to it.
Ensure your time / effort is recorded within ticketing system
Ensure that you are meeting minimum level of resolved tickets per day
Participate in project work, record your project progress
Duty Statements:
Don’t let down a colleague, do something to help - ask if you can help, and look for opportunities where youcan
Don’t let down a customer/caller, do something to impress - be passionate about thecustomer/caller
Don’t tolerate inefficiencies, make a noise about it - get involved and be a part of thesolution.
Don’t take a risk with safety- look out for yourself andothers.
Role Objectives:
Maintain specified telephone Service levels (team KPI)
Assign tickets with appropriate level of priority (team KPI)
Collect and log incidents / requests accordingly, gather relevant information in order to deal with query efficiently
Communicate with your customer while handling incident or query
Maintain accurate log of effort within the ticket (be honest about it)
Undertake project work where required
Escalate issues that are beyond of your technical and personal abilities (to your manager or senior colleague) in line with given instructions (personal KPI)
Plan ahead (day-to-day and projects work)
Look for opportunities to improve
Pursue personal development of skills and knowledge in order to effectively perform the role – undertake training
Performance Standards:
Must be capable of setting priorities and working under pressureMust be able to multi task and plan for events simultaneously
Ability to work with internal and external parties is essential
Strong working knowledge of Microsoft products, Windows operating systems, Office 2010+ and Office 365
Incident Coordination activities are expected to be carried out with minor supervision
College and above The minimum experience level required (All qualifications listed must be job related) One to two years in similar IT role providing support to large user base in fast pace moving environment The analytical and communication skills required The job requires excellent analytical and communications skills (written and verbal), both internally and when speaking to customer/caller The impact of actions carried out by this position Poorly executed actions in relation to customer incidents and requests may result in negative image of IT service unit and potentially may impact business opportunities and revenue
Business Values:
Integrity & Honesty
Highlight issues without fear – it’s safe
Does what they say they will
Reliable Customer at the heart of what we do Support and understand customer/caller needs Responsibility and Ownership Takes responsibility – for making it happen
Follow up/ follows through
Takes accountability Making a difference Initiative
Adapts to change
Problem solving
Questioning why we do things
Being the first to try/do something new/different
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