Agent: Incident Management at Altron Bytes Systems Integration

Job Description

• Advise TL on ST availability for the day
• Ensure all ST’s are dispatched to planned aged (previous day) and new incidents, escalate issues to TL if STs are not dispatched
• Re-Assign calls where ST is not available due to sick, leave etc.
• Ensure that any incidents still in a dispatched status are closed if applicable or updated accordingly
• Manage SLA & Unavailability prontly with detailed comments, where ever required.
• Assign all open incidents within promtly using Astea/SNOW Dispatch Console/Service Order
• When assigning open incidents check open calls against the site/serial number and ensure that all incidents are assigned to the same ST (workload and skill permitting) and inform ST of the multiple incidents for that particular site/serial number
• Ensure all ST's are informed of parts that are in ARN shipped status from previous day and ensure that ST’s collect these parts and receive on their mobiles
• Drive all calls where parts are in Rework Centre on a daily basis
• Respond to all escalations received from business
• Drive all quote approved calls and ensure parts are ordered
• Manage ST’s and escalate any challenges to TL’s
• Address all incoming calls to achieve SLA
• Manage ST’s to drive customer excellence
• Drive non addressable calls
• Do planning of carry over incidents with ST’s to ensure they are all updated with the latest status
• Ensure all planned dates are met as per TL schedule on scheduled work

Educational Qualifications:

• Matric; Technical Support NQF Level 4 or equivalent

Years of Experience:

• 2 - 4 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications.