Systems Support Agent

Systems Support Agent


Systems Support Agent

Details of the offer

Overall Purpose of the Job The main purpose of the position is to provide end user support to clients using the Cartrack Systems. To prioritise and resolve issues and escalates Tickets as required. Provide regular feedback and follow-ups with customers until resolution as per SLA. Provide feedback into Management Reports as per business requirements when required. Educational Requirements: Matric with an IT Certification Minimum of 1 year Help desk experience Preferred: Relevant IT Diploma/Degree Minimum of 1 years’ experience utilizing a variety of computer hardware, software and networking. Preferred Relevant Experience: 1 – 3 years Database Experience Experience with SQL Linux experience is beneficial Solid report writing ability and experience Solid query writing ability and experience System Architecture Database Structure POSITION DESCRIPTION KPA/ Main Outputs and Responsibilities of this Position Detailed Description (KPIs) Weighting / Time Spent Incident Management · Take ownership of tickets until successful and satisfactory resolution · Management of assigned tickets according to priority · SLA Conformance · System Integrity - Root Cause Analysis and Resolution · Improve Efficiency · Contribute to improving Internal Customer Satisfaction Levels · Improve Communication and regular feedback to clients and supporting staff · Effective information gathering and dispersion where possible · Escalation of critical issues to the correct person and in a timely manner 35% Ticket Analysis · As per Business Requirements · Analysis with the aim of improving efficiencies · Accuracy · Consistent 30% Documentation and Feedback · All the information gathered during the analysis stage to be adequately documented on the Ticket · SOP documentation to be circulated, updated amongst support staff and archived. · Informational documents must be read and understood 30% Personal and Professional Development Attend and take initiative to develop own skills 5%

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