Description:
- Perform daily system monitoring, ensuring all networks and live devices are functioning.
- Ensure tickets are logged for offline devices.
- Ensure all tickets are handled timeously with the client agreements.
- Managing ticket backlog.
- Develop and implement technical support policies, practices, and standard operating procedures.
- Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
- Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.
- Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience.
- Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
- Manage ticket escalations and coordinate support across different departments within company.
- Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.
- Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
- Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.
- Regular team and one-on-one meetings.
- Identify gaps for improvement and development.
- Ensure KPIs are met.
Requirements:
- Perform daily system monitoring, ensuring all networks and live devices are functioning.
- Ensure tickets are logged for offline devices.
- Ensure all tickets are handled timeously with the client agreements.
- Managing ticket backlog.
- Develop and implement technical support policies, practices, and standard operating procedures.
- Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
- Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.
- Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience.
- Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
- Manage ticket escalations and coordinate support across different departments within company.
- Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.
- Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
- Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.
- Regular team and one-on-one meetings.
- Identify gaps for improvement and development.
- Ensure KPIs are met.
- Perform daily system monitoring, ensuring all networks and live devices are functioning.
- Ensure tickets are logged for offline devices.
- Ensure all tickets are handled timeously with the client agreements.
- Managing ticket backlog.
- Develop and implement technical support policies, practices, and standard operating procedures.
- Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
- Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.
- Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience.
- Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
- Manage ticket escalations and coordinate support across different departments within company.
- Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.
- Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
- Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.
- Regular team and one-on-one meetings.
- Identify gaps for improvement and development.
- Ensure KPIs are met.
- Perform daily system monitoring, ensuring all networks and live devices are functioning.
- Ensure tickets are logged for offline devices.
- Ensure all tickets are handled timeously with the client agreements.
- Managing ticket backlog.
- Develop and implement technical support policies, practices, and standard operating procedures.
- Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
- Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.
- Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience.
- Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
- Manage ticket escalations and coordinate support across different departments within company.
- Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.
- Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
- Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.
- Regular team and one-on-one meetings.
- Identify gaps for improvement and development.
- Ensure KPIs are met.
- Perform daily system monitoring, ensuring all networks and live devices are functioning.
- Ensure tickets are logged for offline devices.
- Ensure all tickets are handled timeously with the client agreements.
- Managing ticket backlog.
- Develop and implement technical support policies, practices, and standard operating procedures.
- Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
- Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.
- Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience.
- Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
- Manage ticket escalations and coordinate support across different departments within company.
- Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.
- Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
- Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.
- Regular team and one-on-one meetings.
- Identify gaps for improvement and development.
- Ensure KPIs are met.
- Relevant qualification in Help-Desk advantageous
- Driver’s License
- Manage Engine Support Center Plus advantageous
- Strong understanding of IT hardware, software, and operating systems.
- Ability to identify and resolve complex technical issues.
- Good verbal and written communication skills.
- Strong client service skills and a commitment to providing excellent support.
- Relevant qualification in Help-Desk advantageous
- Driver’s License
- Manage Engine Support Center Plus advantageous
- Strong understanding of IT hardware, software, and operating systems.
- Ability to identify and resolve complex technical issues.
- Good verbal and written communication skills.
- Strong client service skills and a commitment to providing excellent support.
- Relevant qualification in Help-Desk advantageous
- Driver’s License
- Manage Engine Support Center Plus advantageous
- Strong understanding of IT hardware, software, and operating systems.
- Ability to identify and resolve complex technical issues.
- Good verbal and written communication skills.
- Strong client service skills and a commitment to providing excellent support.
- Relevant qualification in Help-Desk advantageous
- Driver’s License
- Manage Engine Support Center Plus advantageous
- Strong understanding of IT hardware, software, and operating systems.
- Ability to identify and resolve complex technical issues.
- Good verbal and written communication skills.
- Strong client service skills and a commitment to providing excellent support.
- Relevant qualification in Help-Desk advantageous
- Driver’s License
- Manage Engine Support Center Plus advantageous
- Strong understanding of IT hardware, software, and operating systems.
- Ability to identify and resolve complex technical issues.
- Good verbal and written communication skills.
- Strong client service skills and a commitment to providing excellent support.
06 May 2025;
from:
careers24.com