Revent Technologies Limited is a technology solutions provider for dynamic organizations, providing bespoke software design and development, developer outsourcing and technology advisory, etc. We are currently recruiting on behalf of our international client, a global digital cross-border payments service provider with operations in over 10 countries.
PURPOSE
- It requires working cross functionally, taking initiatives to enhance the capability of applications, to take an end-to-end ownership, and to find opportunities to deliver efficiency to enhance customer experience.
RESPONSIBILITIES:
- Troubleshoot and provide resolutions to issues and outages
- Ensure the Resolved Status Service Level Agreement (SLA) is not breached by resolving tickets timeously
- Ensure that tickets are updated in line with the Process (With approval and a valid reason)
- Ensure that tickets are acknowledged before they breach the Ticket Acknowledgement SLA
- Quality Assurance Management - Ensure that a QA average of 98% is achieved on all call
- management assessments individually, based on ticket management quality
- Customer Experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls
- Provide active resolution on all calls or emails logged for IT assistance within the agreed upon SLA timeframes
- Answer user inquiries regarding computer software or hardware operation to resolve problems timeously
QUALIFICATIONS, EXPERIENCE & SKILLS
- Bachelor's degree in computer science or related field
- Minimum of 2 years’ experience in network admin, systems support or similar role
- Excellent knowledge of best practices around management, control, and monitoring of server infrastructure is an advantage
- Excellent communication skills
- Resourcefulness and problem-solving aptitude
- Great at organizing, prioritizing and multitasking
- Analysis & diagnostic investigation
Method of Application
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