2nd Line Itam Specialist

4 days ago

Cape Town, South Africa Teleperformance South Africa Full time

**BPO requirements**:
Objective:
We are looking for a partner to take on the function of 2nd Line Application Management/Support. This team is an escalation point for customer issues that our Customer Success teams can not complete.

Working Hours:

- Monday - Friday, 9:00 AM - 5:00 PM GMT
- Weekend, Bank Holiday and National Holiday cover

Scope of Work:

- Service Desk: review, assign and process tickets in the team queue whilst respecting agreed upon SLAs.
- Ticket types: ITAM queue consists of various types of issues, some of which will be outside the scope/access of the BPO team. All of the issues will require a level of investigation and then an action. The BPO team should focus on the pre-agreed types of tickets for which training will be given.
- New issue types: at times when a new Problem or Issue is discovered, BPO will need to report this to the ITAM team who will then create tools and provide guidance in how to solve these issues.
- Communication: there will be no communication from the 2nd line support team and the customer. CS team will be raising tickets on behalf of the customer when an escalation is required. BPO team will therefore communicate with the CS team via the ticket when needed.
- Tooling: ITAM team is to provide all required tools to the BPO to do their job. These will be mainly based around SQL stored procedures. Access to the in-house Admin Portal will be provided.
- Reporting: regular reporting on productivity, backlog and SLA.
- Training: initial train-the-trainer training will be provided to the BPO. Further agent training to be carried out by the BPO. Knowledge base maintenance to be performed by Zilch ITAM team. Any new ticket type train to be done by Zilch ITAM in the train-the-trainer fashion.

Application Support Analyst:

- Strong awareness of data security best practices
- Competent in working with SQL performing data-fixes and queries
- Excellent analytical skills
- Proven to prioritise and work to a deadline and SLA
- Proactive approach to problem solving
- Experience in working as a part of a service desk function

Service Desk Platforms:

- Jira
- Intercom

Service Desk Process
- Customer raises a query with CS team
- CS team determines it requires further investigation and actions from the 2nd line team
- CS team creates an ‘internal’ ticket to ITAM team
- ITAM team prioritises the tickets from the queue based on time to resolve (most urgent first) and assigns the tickets to agents
- Agents read and understand customer problem from the ticket
- Agents perform remedial measures (SQL script, data fix, advise the customer on next steps)
- Ticket is completed and notification sent back to CS team
- CS team communicate with the customer

Performance Expectations:
The BPO team is expected to achieve the following performance metrics:

- Time to Resolution: adhere to SLAs to complete/resolve a ticket
- Quality: have no wrongly executed SQL scripts and achieve 98% accuracy in response quality (QA completed by internal teams)
- Knowledge: an agent must be able to understand and perform 100% of the ticket types within 6 weeks from start of training

**Job Types**: Full-time, Permanent

Ability to Commute:

- Cape Town, Western Cape (required)

Ability to Relocate:

- Cape Town, Western Cape: Relocate before starting work (required)

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