Support Administrator

4 weeks ago

Centurion, South Africa Express Pros Fourways Full time

**Job Profile**
202307
2023-09

**Job Title**
Support Administrator

**Department**
Digital Business Services: Technology Infrastructure & Operations

**Reporting Structures**

**DIRECTLY - 1ST LEVEL**

Team Leader: Systems Support

**REPORTING - 2ND LEVEL**

Manager: Service Operations

**NUMBER AND TYPES OF ROLES REPORTING INTO THIS ROLE**
- **Primary Purpose of the Role**

The primary purpose of the Support Administrator is to provide advanced, specialised technical support to end-users and clients, effectively resolving issues that the support analysts could not address. This role serves as a bridge between the Support Analysts and higher-level Product Support Specialists or development teams, ensuring seamless continuity in service and minimising downtime.The Support Administrator is responsible for maintaining high levels of customer satisfaction while adhering to established ServiceLevel Agreements (SLAs). They also mentor and guide Support Analysts, offering expertise and advice, and may assist the SystemsSupport Team Leader in implementing procedural and technological improvements.**Roles and Responsibilities**

**Area of Responsibility Responsibilities Key Performance Indicators**

Ticket Resolution 1. Ensure Prompt resolution of customer 1. Achieve a 98% resolution rate within SLA guidelines tickets. for all tickets within each quarter.

2. Monitor and report on ticket backlog. 2. Reduce ticket backlog by 25% month-over-month.
3. Resolve escalated tickets from 3. 90% of escalated tickets resolved without requiring

Support Analysts further escalation
4. Provide specialised guidance and 4. Conduct two specialised guidance sessions for Level 1 troubleshooting Support Analysts each month

SLA Compliance 1. Meet and exceed SLAs for ticket 1. Maintain a 99% SLA compliance rate across all services resolution. for each month.

2. Adhere to SLA guidelines for 2. No more than 1% SLA breaches for escalated tickets escalated tickets per month

3. Review SLA performance and 3. Implement one SLA improvement initiative per implement improvement plans quarter

4. Report SLA breaches immediately 4. 100% of SLA breaches reported within 1 hour of occurrence

Team Management 1. Assist Support Analysts with difficult 1. Provide support in resolving 95% of Level 1 escalated issues. issues

2. Mentor Support Analysts 2. Conduct one mentoring session per analyst each
3. Conduct internal training sessions month
4. Collaborate with different 3. Conduct at least one internal training session per departments quarter
4. Successfully resolve 90% of multi-faceted problems within a month

Customer Satisfaction 1. Take corrective action based on 1. Implement one new customer-recommended feature survey results. or improvement per quarter.

1

**Job Profile**
202307
2023-09

Customer 1. Update customers on the status of 1. Update 100% of escalated issues within 24 hours of
Communication escalated issues escalation

2. Conduct customer feedback session 2. Achieve 90% positive feedback from customer on escalated issues sessions

Technical Training 1. Identify and fill knowledge gaps 1. Conduct at least one internal training session per within the team. month.

2. Arrange technical training sessions. 2. Arrange for at least one external training or certification for team members each quarter.

Process Improvement 1. Continuously identify areas for 1. Implement one new process improvement that operational improvement. reduces ticket resolution time by at least 10% each

2. Implement process enhancements to quarter. increase efficiency. 2. Increase operational efficiency by 15% over the next six months.

Incident Management 1. Oversee the incident management 1. Ensure zero critical incidents remain unresolved for process. more than 2 hours.

2. Ensure swift resolution of critical 2. Resolve 99% of critical incidents within 1 hour of incidents. occurrence each month.

Vendor Management 1. Liaise with vendors for third-party 1. Achieve 98% compliance with vendor SLAs each services. quarter.

2. Ensure SLAs with vendors are met. 2. Conduct bi-monthly reviews with all vendors to ensure compliance.

Reporting 1. Generate Weekly reports. 1. 100% of weekly reports delivered on time
2. Analyse reports to identify areas for 2. Implement an actionable improvement strategy per improvement month based on report analyses

Incident Management 1. Oversee the swift resolution of critical 1. 100% of critical incidents are resolved within 1 hour incidents 2. Complete 100% of post-incident reports within 48

2. Generate incident reports and lead hours of incident resolution post-incident reviews

Customer and Business 1. Ensure system uptime 1. Maintain 99.9% uptime
Centricity 2. Implement customer satisfaction 2. Conduct one survey every quarter and achieve a surveys response rate of at least 80%
3. Act on customer feedback 3. Implement at least one customer-suggested change
4. Conduct quality audits of resolved per quarter tickets 4. Achieve a 98% acc

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