Job Description

JOB PURPOSE

The purpose of this job is to provide a monitoring service through which system-architecture events are monitored, managed and reported on. This role provides event-management services pertaining to general statuses like equipment status, data-exchange, software-updates and similar.

KEY RESPONSIBILITIES

CUSTOMER SERVICE (30%)

Professionally respond to and assist with all customer queries in relation to any data exchange failures, as a result of hardware or software issues. Provide excellent customer service, with the aim of delivering solutions effectively and timeously. Monitoring of SLA's to ensure timelines are adhered to for delivery. Regularly update all customers with progress reports and estimated timelines for query resolutions. Updates to Retail/Technical Managers from the customer base to provide reassurances that incidents are being worked on timeously to meet and manage their expectations regarding close out. Be alert to deteriorating systems or data flow to ensure continuity for customer use. Ensure commitments communicated to clients are always adhered to.
EVENT MANAGEMENT & INCIDENT RESOLUTION (30%)

Daily assess monitored events for all specified solution-architecture components against predefined specification. Where exceptions are identified create an incident-record in SNOW. Telephonically and remotely identify, diagnose, and resolve all exceptions to the best of his / her capability. Escalate to relevant technical teams within the service desk or further to Problem Management if solutions are not forthcoming. Assess the need for onsite support when it is identified that telephonic troubleshooting will not resolve the issue. This will include the dispatch of Field Services Technicians or relevant external vendors. Adherence to SLA timelines for resolution of events/incidents. Verify whether current requests are repeat requests, requiring custom solutions/escalations to Problem Management for a permanent solution. Recognise and alert the team leader of repeat trends reported by customers. Regular update knowledge bases with acquired solutions, whilst applying continuous learning in the field of data management.
RECORD KEEPING & REPORTING (25%)

Check logging system to ensure no duplication of tickets/records. Accurate capturing of tickets to SNOW, ensuring all relevant information is noted. Accurately capture all information pertaining to resolution-attempts in the journals. Escalate observations where SNOW is incorrect or incomplete to further improve accuracy of records. Verify that automatic monitoring reports are updated & accurate. Publish monitoring reports at defined intervals to specified recipients.
POLICIES AND PROCEDURES (5%)

Be familiar with all relevant policies and procedures pertaining to the role.

MINIMUM REQUIREMENTS

Matric Certificate CompTIA A+ 2 years in the Service Desk environment Computer Literacy Strong written and verbal communication skills
Job Type: Full-time

Pay: R9500,00 - R10500,00 per month

Work Location: Remote