Technician: Service / Helpdesk – Altron

Key Performance Area

• Ensure calls are recorded in the Remedy system, accurately documented and categorised
• Ensure that contracted customer Service Level Agreements are met .
• Ensure that all the incidents / requests are responded to within required SLA
• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
• Ensure clients are kept up to date regarding their incidents and requests
• To ensure that calls are logged retrospectively if no call was logged for work completed.
• Maintain a high degree of first-time resolution for all support queries and adhere to all service management principles as directed.
• To take ownership of end-user tickets and be pro-active when dealing with user tickets and assist in resolving any hardware or software tickets.
• Provide telephonic / remote support.
• Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational incidents.
• Ensure that tickets are reviewed and updated with the latest updates until call closure
• To escalate more complex calls according to the escalation procedure keeping ownership for the duration of the ticket.
• To ensure a minimum of 98% customer satisfaction feedback rating monthly with contracted Customers and action to position SLA and satisfaction measurement for internal support.
• Basic AD user account Administration.
• Assist with functions fulfilled by other roles or in support of other clients within the Service Desk when the need arises.
• To ensure continuous communication to the technical team and feedback regarding escalations to customer senior management and end users.
• To ensure adherence to all Altron SI processes, policies, and procedures as per prescribed compliance
• To ensure that required number of SOP documents are drawn up as requested by your Team Leader.
• To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.