-To log calls via the HP Service Management system and the telephone from clients according to SLA and to reset and unlock network passwords for clients
-To provide IT Technical support and administration to the internal users of the company
Qualifications Type & Description
-ITIL Foundation V3
Key Performance Areas
-To liaise with internal and external clients, vendors and management to ensure that compliance to legislation and customer service targets according to SLA within SI brand identity.
-To resolve and coordinate all client queries and complaints according to SI policy and procedure as well as the relevant SLA.
Average Handle Time
-Voice and email calls in each queue answered within client SLA, and an AHT of 5 minutes per analyst for emails and phone calls to maintained.
Service Level Agreement
-98% of calls resolved within client SLA.
First Line Call Resolution
-Monthly first call resolution targets met.
-To ensure that all allocated and agreed development activities are successfully completed within the SI policy and procedure framework.
-To advise and support clients on all relevant desktop support (hardware, software and applications) related matters according to SLA and client SI policies and procedures
-To ensure the resolution of all logged calls within the SLA parameters as well as accurate updates of calls on each incident according to client SI policy and procedure.
Change Requests and Projects
-To ensure that all incidents, tasks and deliverables related to change requests and projects are successfully completed according to SLA and company SI policy and procedures.
Calls Processed & Logged
-Equal percentage of total phone calls and emails to be processed/ answered by each agent in Genesys, and equal percentage of total calls logged in the service desk must be logged by each agent.
-To ensure that you are consistent, reliable and punctual as per hours of operation and clients requirements.
Correct Call Logging
-Logging of all calls with correct group, assignee, priority, categorization, description, client details
-Commitment to Personal Growth
-Problem Definition and Analysis
As the labour market diversifies and changes, it becomes increasingly difficult to recruit and develop staff in compliance with the various labour laws. MJM Recruitment takes pride in helping our clients to get through the many pitfalls that lay ahead, and by doing this we have become partners to various multi national organisations.
MJM Recruitment has the resources, knowledge and expertise to provide a total staffing solution and has taken this opportunity to demonstrate its capabilities and customised services.
MJM Recruitment will provide clients with an innovative and hi-tech solution to all resourcing requirements. By profiling positions into strategic competencies aligned to company visions, recruitment is accurate and successful. MJM Recruitment takes the clients culture into consideration when recruiting thus making social adjustments easier.