Support Administrator - Centurion, South Africa - Express Pros Fourways
Description
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.
- Monitor and report on ticket backlog. 2. Reduce ticket backlog by 25% month-over-month.
- Resolve escalated tickets from 3. 90% of escalated tickets resolved without requiring
- Provide specialised guidance and 4. Conduct two specialised guidance sessions for Level 1 troubleshooting Support Analysts each month
- Adhere to SLA guidelines for 2. No more than 1% SLA breaches for escalated tickets escalated tickets per month
- Review SLA performance and 3. Implement one SLA improvement initiative per implement improvement plans quarter
- Report SLA breaches immediately 4. 100% of SLA breaches reported within 1 hour of occurrence
- Mentor Support Analysts 2. Conduct one mentoring session per analyst each
- Conduct internal training sessions month
- Collaborate with different 3. Conduct at least one internal training session per departments quarter
- Successfully resolve 90% of multi-faceted problems within a month
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
- Conduct customer feedback session 2. Achieve 90% positive feedback from customer on escalated issues sessions
- Arrange technical training sessions. 2. Arrange for at least one external training or certification for team members each quarter.
- Implement process enhancements to quarter. increase efficiency. 2. Increase operational efficiency by 15% over the next six months.
- Ensure swift resolution of critical 2. Resolve 99% of critical incidents within 1 hour of incidents. occurrence each month.
- Ensure SLAs with vendors are met. 2. Conduct bi-monthly reviews with all vendors to ensure compliance.
- Analyse reports to identify areas for 2. Implement an actionable improvement strategy per improvement month based on report analyses
- Generate incident reports and lead hours of incident resolution post-incident reviews
Centricity 2. Implement customer satisfaction 2. Conduct one survey every quarter and achieve a surveys response rate of at least 80%
- Act on customer feedback 3. Implement at least one customer-suggested change
- Conduct quality audits of resolved per quarter tickets 4. Achieve a 98% acc
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