It's fun to work in a company where people truly BELIEVE in what they're doing!
To provide (1st level) I&T system support within the Customer systems department and deal with day-to-day operational challenges and work directly with team members across the business to effectively and efficiently deliver I&T services
- IT diploma/certification
- 1 year experience in system support
- Computer literate: MS Office
- Exposure to an IT customer service environment
- Understanding of IT Infrastructure, POS systems and general store processes (e.g. cashier, supervisor, back office reporting) is advantageous
- POS Systems
- Operating systems
- Retail store processes
- Nagios
- ITIL
Key Responsibilities- Monitoring of the POS estate
- Monitor the status of the various POS equipment in the PnP estate and report/resolve all issues/defects found within agreed timelines
- Proactively report any incident trends or risk factors occurring in the estate to mitigate them
- Incident management - attend to all incidents which are assigned to the team and resolve them within SLA
- Reduce call volumes by improving and streamlining processes
- Communicate promptly and clearly to all stakeholders relating to the incident
- Customer service approach with courtesy follow up communications
- Attention to detail in incident updates and actions carried out
- Reach daily target regarding incident closure volumes
- Knowledge Management & Transfer
- Document training material and share with team members in order to upskill and create awareness
- Stay abreast of any new developments and current knowledge base within the team
- Share ideas and communicate any new incidents that would potentially have high impact to the team in regularly scheduled meetings
- Upskill yourself and team members about the systems and applications pertaining to your area and beyond
- Vendor Interactions
- Maintain good vendor relationships
- Ensure that vendors are attending to incidents timeously and follow up often in order to resolve them efficiently
Competencies
- People Orientation
- Attention to detail
- Patience
- Team Player
- Absorb Pressure positively
- Problem solving ability
- Customer Service
- Interpersonal skills
- Communication Skills, analytical and presentation skills
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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