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Support Analyst - Systems Front Office (Shift / POC)

Job Ref
262196
Job Type
Permanent
Employer Type
Company
Date Added 7 Dec 2015
Expiry Date 4 Jan 2016
* There have been 12 applications to this job.
* This job has been viewed 2066 times.
Employer:
Qinfo Consulting

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
Duties:

Call Logging:

Receive calls from Absa staff regarding system related problems pertaining to system access, password resets, system incidents etc.
Register the call on the call logging system (Service Desk) for tracking purposes and take care to capture the description and solution correctly.
Probe caller and analyse information to identify the problem from the information gathered to ensure query can be speedily resolved.
Resolve the query using own knowledge or information extracted from the Knowledge Database of the call logging system (Service Desk) to satisfy the customer (caller) needs to provide 1st call resolution (resolve query without escalating to next level).
Update the call logging system (Service Desk) immediately with the resolved status for tracking, statistical information and quality assurance purposes.
Provide the caller with a reference number from the call logging system (Service Desk), where a solution is not available, and transfer to the appropriate back office area for further investigation.
Receive calls where the caller has not selected an option on the telephone system and probe caller and analyse information to identify whether the call has been misdirected, route to the appropriate area within the Support Centre.
Receive calls regarding non-Support Centre queries e.g. Human Resources, Pension Fund, ordering of stationery.
Evaluate information to be able to provide staff with information directing them to the appropriate department within the Group.
- - - - - - - - - - - - - -
Resetting of Passwords

Receive calls from Absa staff members with requests for the resetting of passwords.
Establish which system password needs to be reset by probing caller.
Register the call on the call logging system (Service Desk) for tracking purposes and ensure that the description is captured correctly.
Log on to the appropriate application to reset the password for various systems eg Domain, Sourcing etc. according to the Technology Support Centre standards.
Provide 1st call resolution (resolve query without escalating to next level).
Update the call logging system (Service Desk) immediately with the resolved status for tracking, statistical information and quality assurance purposes.
Provide the caller with a reference number from the call logging system (Service Desk) for easy reference purposes.

Maintain customer relations and enhance knowledge Keep abreast of procedures by reading circulars, intranet, attend training etc. to ensure that the correct procedures are adhered to and implemented within the department.
Understand and where applicable apply or implement the circulars/bulletins received from the Absa communications channels to ensure adherance to policies and procedures when resolving queries.
Build and maintain relationships with all relevant areas i.e. Policy and Procedures, Networks to be able to deliver excellent customer service.
Add solutions and problem classifications derived from own experience, Absa communications, training attended etc. to the the Knowledge Database of the call logging system (Service Desk) to assist all team members to resolve incidents faster and accurately.
Identify changes to be made to the Knowledge Database of the call logging system (Service Desk) by comparing existing data to circulars received and recommend solutions required to prevent problems from occurring, or from repeating .eg password administration process.
Develop solutions to enhance in house processes and provide the solutions to management to ensure that the processes, policies and procedures are up to date, maintained and that any changes are reflected in the appropriate documentation. i.e iServer.
Take responsibility/ownership for calls received from clients from within the Support Centre to ensure end to end resolution.

Competencies: (Maximum of 8 competencies)

Deciding and initiating action
Persuading and influencing
Presenting and communicating information
Analysing Coping with pressure and setbacks Following instructions and procedures Delivering results and meeting customer

Special Requirements: High volumes of incidents in a typical Contact Centre environment. Stressful environment i.e. system problems

Deliverables:

Create a high performance culture to increase productivity
Provide end user satisfaction
Manage Risk to meet internal and external regulatory requirements and business goals
Deliver lean and agile Service enhancements which continuously strive to improve the E2E (end to end) Consumer experience
Promote growth through proactive engagement with academia and business

Outputs:

Handling Time (AvHT + Post Call + Hold)
Calls managed
Adherance to schedule
Staff logged in time
% of Service Request logged
Consumer Satisfaction Survey results for FCR incidents only (STAR average per individual)
Incident First Call resolution / First time fix
% of tickets re-opened by customers from total number of tickets logged
Incident Management- updating all returned tickets within 24 hours of return and ensuring coverage of this task in your absence



 
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