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Tracker

Introduction

Tracker is looking for services of an Administrator within our Technology team based in Pretoria.

Job description

  • Monitors logged and assigned ticket queue
  • Manage receiving; categorising; assigning; prioritization and escalations of Incidents / tickets
  • Proactively analysing and identifying trends within the Incidents / Tickets logged.
  • Creating Daily; Weekly and Monthly Team Reports
  • Ensure accurate documentation of problem and resolution for Knowledge base
  • Ensure the Team’s assigned incidents /tickets are actioned and cleared daily, updated accurately or closed appropriately and are delivered to business standards within
  • SLAs to manage customer expectations
  • Coordinate and assist with escalations to the Development team
  • Ensure the escalation and feedback process to Developers is adhered to.
  • Study and document internal processes and procedures with a purpose of delivering world class service across all engagements
  • Practice a culture of positive customer engagements with a view on customer centricity
  • People involved know where to find the person(s) responsible for support services
  • Participate in the daily operational support, communicate issues, delays, achievements and other project progress meetings.
  • Contribute/ participate in all aspects of the team/project and always assist with overall delivery goal.
  • Continual support process improvement via knowledge sharing, documenting and inquisitiveness.
  • Assist the team in the creation and maintaining an efficient knowledge base.
  • Work in close relationship with the software developers, support team and customers to ensure effective resolution of issues
  • Every team member is aware of decisions being made and of internal progress.
  • The reporting frequency and content supports issues raised by stakeholders for the decision-making process.
  • Coordinate effective communication with all stakeholders on fixes and major incidents /tickets logged to manage expectations.
  • Ability to clearly communicate on all platforms
  • Efficient communications on processes and procedures to stakeholders
  • Availability to assist stakeholders who require feedback or technical assistance.

Minimum requirements

  • Grade 12 certificate or equivalent
  • National diploma or certificate in IT or similar
  • 2 plus years’ experience in system support services and or service desk is non-negotiable
  • Experience in application support would be advantageous.
  • Proficient in Windows and Microsoft Office products.
  • Experience in Ticketing or Incident Management systems
  • Experience in Customer Service
  • Familiarity with the fundamental principles of ITIL/SLA
  • Knowledge of SDLC


Do you require help with the registration process?

Our Support team is here to assist. Tel: 010 140 3099 Email: trackersupport@pnet.co.za
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