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 for 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. 

·       Gain a clear understanding of SLAs and resolution timeframes and monitor all cases daily to ensure response adherence.

·       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%)

• Assess monitored events daily for all specified solution-architecture components against predefined specifications.
• Create incident records in SNOW where exceptions are identified.
• Telephonically and remotely identify, diagnose, and resolve exceptions to the best of your capability.
• Escalate to relevant technical teams within the service desk or further to Problem Management if solutions are not forthcoming.

Escalate 100% of unresolved and upcoming data exchange issues and breaches to your line management Problem Management within agreed timeframes.

• Assess the need for onsite support and coordinate dispatch of Field Services Technicians or relevant external vendors.
• Adhere to SLA timelines for resolution of events/incidents.
• Verify whether current requests are repeat requests requiring custom solutions or escalation to Problem Management.
• Recognise and alert team leader of repeat trends reported by customers.
• Analyse incident data to identify recurring trends and deviations to inform escalation decisions.
• Update knowledge bases with acquired solutions, applying continuous learning in 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.

COMPETENCIES/ SKILLS REQUIRED

·       Communication Skills

·       Attention to detail

·       Interpersonal relationships

·       Initiatives and self-motivation

·       Coaching and mentoring

MINIMUM REQUIREMENTS

·       Matric Certificate

·       CompTIA A+

·       2 years in the Service Desk environment

·       Computer Literacy

·       Strong written and verbal communication skills