Ops Spec: Tech Support

2 weeks ago


Centurion, South Africa BCXP Full time

Business unit, Department, Reporting

**Business Unit**: DPS

**Department**: Application Solutions Payroll Solutions CoE Core Description
Ensure that all requests form users for assistance are managed promptly and effectively
Pro-actively ensure that users make effective use of the facilities available to them
Manage substantial amounts of inbound and outbound queries in a timely manner.
To ensure that all customers queries are resolved within SLA timelines
Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
Build sustainable relationships and engaging customers by going the extra mile.
Provide effective interface at the highest level between users and service providers for all requests that cannot be directly resolved
Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved
Follow up on all outstanding queries timeously as per the SLA per client.
Always follow incident management process when on duty.
Redirect any problems or incidents that may occur to the correct resource.
Identify and escalate recurring problems and situations to both the Support desk Manager and Technical business partner.
Update resolved calls on the call logging system.
Stay current with system information, changes, and updates.
Assist co-workers readily.
Identify clients who need further training.
Record requests, incidents, and status information using our ticket handling system.
Support the implementation and deployment of internal business systems and solutions.
Compilation and distribution of system notifications (Legislative/enhancements)
Provide advice to clients/users on the impact of change requests
3 years’ experience in Functional/Helpdesk and Payspace support or related Payroll Solutions
Or
5 years’ experience.in Functional/Helpdesk and Payspace Support or related Payroll Solutions Certifications ITIL Foundation Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Prepared to Travel and Engage with clients direct. Workplace / Physical Requirements Revenue Generating Billable Hybrid Remote Worker



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