Assistance Support Manager - Midrand at Adapt IT Holdings

Job description

• Coach agents/technical staff when problem areas are identified.
• Ensure effective training for support staff by scheduling ongoing training programs.
• Schedule support staff in a manner to ensure uninterrupted support service to our customers.
• Also paying attention to the age analysis of case, 72 hour no update and change of priorities
• Ensure that problems or complaints are actioned without delay and that effective follow-up
• action takes place to avoid recurrence.
• To take disciplinary action where outstanding service delivery is not present – to hold all
• employees to impeccable standards
• To set, maintain and continuously improve support standards by setting targets and measuring
• actual performance daily, and acting immediately where low performance is present.
• Monthly staff performance stats – report back to Service Delivery Manager on monthly
• performance and low performance so it can be formally addressed
• Quarterly staff KPI discussions
• Weekly; monthly; quarterly and annual team specific reporting and dashboards for management.
• Working together with the Incident Management team to address non-process adherence
• Implement and maintain procedures which contribute to increased efficiency in terms of
• customer support, i.e. functionality, reporting, automated tasks, etc.
• Conducting post analysis to ascertain if the escalation could have been avoided, identify gaps and
• implement corrective measures to ensure that such an incident/escalation does not occur again.
• Monitor calls in the queue and ensure the phone status is set to ready – and the first line team is
• Micros SA achieving an 80% SLA daily, act where this is not happening
• Manage staff time keeping and address accordingly, manage all sick leave where abuse is found.
• Ensuring that the team responds to service requests and incidents within the agreed SLA
• Improve the operational systems, processes and policies in support

MINIMUM QUALIFICATION AND EXPERIENCE REQUIREMENTS

• Grade 12/Matric
• Opera experience essential
• IT related knowledge (advantageous)
• Minimum 5 years’ experience within hotel environment
• Knowledge of Microsoft Products