Log your Jobs in the ticketing system with relevant information including correct priority and category.
Escalate incidents to senior members of the team in a timely manner while maintaining good communication with your customer/caller – own to it.
Ensure your time/effort is recorded within the ticketing system.
Ensure that you are meeting the minimum level of resolved tickets per day.
Participate in project work and record your project progress.
Duty Statements:
Don’t let down a colleague; do something to help - ask if you can help, and look for opportunities where you can. Don’t let down a customer/caller; do something to impress - be passionate about the customer/caller. Don’t tolerate inefficiencies; make a noise about it - get involved and be a part of the solution. Don’t take a risk with safety - look out for yourself and others. Role Objectives:
Maintain specified telephone service levels (team KPI). Assign tickets with an appropriate level of priority (team KPI). Collect and log incidents/requests accordingly, gathering relevant information to deal with queries efficiently. Communicate with your customer while handling incidents or queries. Maintain an accurate log of effort within the ticket (be honest about it). Undertake project work where required. Escalate issues that are beyond your technical and personal abilities (to your manager or senior colleague) in line with given instructions (personal KPI). Plan ahead (day-to-day and project work). Look for opportunities to improve. Pursue personal development of skills and knowledge to effectively perform the role – undertake training. Performance Standards:
Must be capable of setting priorities and working under pressure. Must be able to multitask and plan for events simultaneously. Ability to work with internal and external parties is essential. Strong working knowledge of Microsoft products, Windows operating systems, Office 2010+, and Office 365. Incident coordination activities are expected to be carried out with minor supervision. College and above; the minimum experience level required (all qualifications listed must be job-related) is one to two years in a similar IT role providing support to a large user base in a fast-paced environment. The analytical and communication skills required: the job requires excellent analytical and communication skills (written and verbal), both internally and when speaking to customers/callers. The impact of actions carried out by this position: poorly executed actions in relation to customer incidents and requests may result in a negative image of the IT service unit and potentially may impact business opportunities and revenue. Business Values:
Integrity & Honesty. Highlight issues without fear – it’s safe. Does what they say they will. Reliable: Customer at the heart of what we do; support and understand customer/caller needs. Responsibility and Ownership: takes responsibility for making it happen. Follow up/follows through. Takes accountability: Making a difference. Initiative: Adapts to change. Problem solving: Questioning why we do things. Being the first to try/do something new/different.
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Don’t let down a colleague; do something to help - ask if you can help, and look for opportunities where you can. Don’t let down a customer/caller; do something to impress - be passionate about the customer/caller. Don’t tolerate inefficiencies; make a noise about it - get involved and be a part of the solution. Don’t take a risk with safety - look out for yourself and others. Role Objectives:
Maintain specified telephone service levels (team KPI). Assign tickets with an appropriate level of priority (team KPI). Collect and log incidents/requests accordingly, gathering relevant information to deal with queries efficiently. Communicate with your customer while handling incidents or queries. Maintain an accurate log of effort within the ticket (be honest about it). Undertake project work where required. Escalate issues that are beyond your technical and personal abilities (to your manager or senior colleague) in line with given instructions (personal KPI). Plan ahead (day-to-day and project work). Look for opportunities to improve. Pursue personal development of skills and knowledge to effectively perform the role – undertake training. Performance Standards:
Must be capable of setting priorities and working under pressure. Must be able to multitask and plan for events simultaneously. Ability to work with internal and external parties is essential. Strong working knowledge of Microsoft products, Windows operating systems, Office 2010+, and Office 365. Incident coordination activities are expected to be carried out with minor supervision. College and above; the minimum experience level required (all qualifications listed must be job-related) is one to two years in a similar IT role providing support to a large user base in a fast-paced environment. The analytical and communication skills required: the job requires excellent analytical and communication skills (written and verbal), both internally and when speaking to customers/callers. The impact of actions carried out by this position: poorly executed actions in relation to customer incidents and requests may result in a negative image of the IT service unit and potentially may impact business opportunities and revenue. Business Values:
Integrity & Honesty. Highlight issues without fear – it’s safe. Does what they say they will. Reliable: Customer at the heart of what we do; support and understand customer/caller needs. Responsibility and Ownership: takes responsibility for making it happen. Follow up/follows through. Takes accountability: Making a difference. Initiative: Adapts to change. Problem solving: Questioning why we do things. Being the first to try/do something new/different.
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