Purpose
To provide more routine hardware service, or ‘remote’ diagnostic activities under supervision.
To provide more routine hardware service, or ‘remote’ diagnostic activities under supervision.
Accountabilities
Operations
Maintain the relevant client's Service Level Agreement (SLA)
Ensure to follow correct call logging and escalation procedures
Be aware of changes in client's strategic objectives and ICT requirements
Analyse client needs and advise on certain solutions in conjunction with the relevant BCX competencies
Ensure to keep current with the relevant technology requirements, including training
Ensure to use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
Operations
Maintain the relevant client's Service Level Agreement (SLA)
Ensure to follow correct call logging and escalation procedures
Be aware of changes in client's strategic objectives and ICT requirements
Analyse client needs and advise on certain solutions in conjunction with the relevant BCX competencies
Ensure to keep current with the relevant technology requirements, including training
Ensure to use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
Customer
To adhere to relevant on-site customer requirements
Strive for client satisfaction and compliments
Key Relationships / Stakeholder relationships
Service Delivery Manager, BCX Competency Centres, BCX Delivery Team, Client Employee/Users, Team Leader, Supervisor
To adhere to relevant on-site customer requirements
Strive for client satisfaction and compliments
Key Relationships / Stakeholder relationships
Service Delivery Manager, BCX Competency Centres, BCX Delivery Team, Client Employee/Users, Team Leader, Supervisor
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