Anrich Myron Lucas

To plan and handle application support activities within the Checkers On Demand applications area.

• Investigate and analyse problems in order to establish the root cause.
• Establish and assign the solution to the root cause.
• Planning and handling changes within the specified environment – development and configuration.
• Handling software releases and deployments.
• Co-ordinate activities across multiple functional lines.
• Provide back-up to relevant team members and leads.
• Assign and co-ordinate tasks for the Checkers On Demand support area.

To ensure timely and effective communication with the team, the stakeholders and the business support users (e.g. Service Desk).

• Liaise with team members and team managers.
• Maintain regular communication with users in the specified area.
• Communicate to Checkers On Demand team members (internal and external), branch personnel, IT operations and other departments at all levels.

To ensure effective day to day IT operations within the specified area.

• Monitor and follow-up assigned service desk calls.
• Identify and resolve support call trends.
• Handle relevant support issues.
• User Support in the specified area.
• Train and Support 1st and 2nd level Service Desk support.

• Provide 2nd line support
• Incident escalations
• Skills transfer and Knowledge base updates
• Communication

See Service Desk Operator I

Additional KPAs below:

Mentoring:

• Providing assistance and support to our junior operators on processes and incident tickets
• Assisting with training in the department
• 2IC to the Team Lead.

Provide First-Line Support:

• Log all ticket information accurately, ensuring correct and full understanding / interpretation of details provided by end-user.
• Respond timeously to logged tickets / incident.
• Provide first-line support with ticket / incident resolution as focus.
• Adhere to SLA for first level problem resolution.
• Handle high volumes of customer calls / tickets.
• Provide quality service at all times.
• Update reference library for future reference.

Incident Escalations:

• Update ticket logging system appropriately and in line with organizational standards and procedures.
• Diagnose problem or request accurately prior to escalating to relevant specialist.
• Escalate unresolved problems / requests to relevant specialists.

Communications:

• Gather understanding of technical problem / request.
• Continuously communicate progress to end-user.
• Handle all enquiries in a professional and expeditious manner.

Provide First-Line Support:

• Log all ticket information accurately, ensuring correct and full understanding / interpretation of details provided by end-user.
• Respond timeously to logged tickets / incident.
• Provide first-line support with ticket / incident resolution as focus.
• Adhere to SLA for first level problem resolution.
• Handle high volumes of customer calls / tickets.
• Provide quality service at all times.
• Update reference library for future reference.

Incident Escalations:

• Update ticket logging system appropriately and in line with organizational standards and procedures.
• Diagnose problem or request accurately prior to escalating to relevant specialist.
• Escalate unresolved problems / requests to relevant specialists.

Communications:

• Gather understanding of technical problem / request.
• Continuously communicate progress to end-user.
• Handle all enquiries in a professional and expeditious manner.