Job Description

Title Technical Remote Support Agent - THUNGELA



We are looking for a Support Technician to provide End User Compute Support for users of Clients. Manage, maintain, and repair IT systems. To maintain the companys computer services and equipment. Build partner relationships with client. Build partner relationships and gaining user trust as a trusted IT advisor.

Key responsibilities:

Ensure that all contracted customer Service Level Agreements are met monthly.

Ensure that calls logged to you are followed up, escalated, serviced, and resolved within the agreed SLA.

Ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride).

Ensure that calls are managed and updated with the latest updates daily until call closure.

Ensure a minimum of 98% customer satisfaction feedback rating monthly for all customers and remedial action taken mitigate going forward if SLA not met.

Provide basic Active Directory user and computer account administration.

Provide remote printer support.

Provide all end user support that can be attended to and resolved telephonically or remotely.

Ensure continuous communication and feedback regarding escalations to user, user line management and the technical team.

Ensure adherence to all Altron processes, policies, and procedures as per prescribed compliance.

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.

CORE RESPONSIBILITIES:

Governance and Risk Management

To ensure adherence to Customers Corporate Governance and Risk Management Policies as per

prescribed compliance

Adhere to all Health and Safety Compliances

External Parties and Relationship Management

Third Party Management.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal: xc2xb7

Team Members

Service Desk xc2xb7 Peers within the Group

Operations Manager Reasons for Interaction

Collaboration and learning

Allocation of Calls

Collaboration on lessons learned

Provide input and feedback

External:

Clients

Third Party Service Providers Reasons for Interaction

Assist with incident, request, and Project

Work with Service Providers to provide resolution to End User

Education National Certificate Level 4 (N4) / Grade 12 (Required)

Languages English

Altron