MIT Field Services
| Location | Western-Cape-, South Africa |
| Date Posted | December 5, 2022 |
| Category |
IT / Information Technology
|
| Job Type |
Full-time
|
| Currency | ZAR |
Description
Purpose
- Assisting with Remote Support to all MIT clients
- First Line troubleshooting
- Resolve customer queries in a timely manner
- Communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally, as well as internally and on the phone with customers.
- Report root cause of issues
- Weekly Clients visits
- Assist with Standby when requested
Objectives:
- Reach SLA percentage of 90%+
- Complete KPI Allocated Tickets (monthly amount of 260 tickets)
- Achieve mean time to respond KPI under 1 hour
- Achieve mean time to Repair KPI Under 4 Hours
- Achieve training completion as per KPI
- Update Tickets Daily on BMS including Voice recording from Vobi or Calls from CIC
- Tickets to be logged in BMS for all work Carried out.
- All tickets must be updated with Time Logs.
- All Server Checks to be Completed before 10AM
- BCCM to be updated before 9AM
- Must be signed into CIC and available at Shift Start time.
- All calls to Customers must always take place through Vobi or CIC and call recordings enabled.
- Ticket pools to be checked and Actioned While on Standby.
- All calls to be Answered in a timely Manner when on standby.
- To be on time for Client meetings/ Site Visits
- To be Neat when onsite/Client premises
- Ensure Solid tickets are completed for stock and customer signoff when job completed
Desired Experience & Qualification
Education:
- A+
- N+
- MCSE / MCSA
- Fortinet NSE 4
- MCP (Cloud Computing)
Experience:
- 5 Years in IT Related Position
- 2-3 years’ experience in a service desk, call centre and Field Services environment.