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Provide second level specialist support to the Absa Group for all system related incidents within the Systems Back Office Department
Key Responsibilities
· Receive queries from various departments within the Support Centre, either telephonically or in documented format on the call logging system (Service Desk)
· Endeavour to resolve systems incidents using available resources
· Analyse the incident to investigate whether the incident must be transferred to the appropriate area within Group Technology.
· Forward unresolved incidents via the call logging system (Service Desk)
· Monitor incidents on the call logging system (Service Desk)
· Provide regular feedback to the caller on the status of outstanding incidents and/or confirm resolution of resolved incidents
· Ensure that the solution is correctly documented on the call logging system (Service Desk) for future reference
· Ensure that the Knowledge Database of the call logging system (Service Desk) is updated where the solution may be of benefit to other callers with the same issue
· Ensure a bulletin is created for Policies and Procedures
· Intranet site within Absa to make users aware of the potential system problems.
· Receive advice schedules from the Maintenance Department for the confirmation of rates/fees/charges.
· Receive a copy of the Strategic Pricing confirmation sheet from the Maintenance Department
· Sign an acknowledgement of receipt for the actual number of schedules received from the Maintenance Department.
· Log on to the appropriate system to confirm the parameter changes, once the Maintenance Department has captured the relevant rates/fees/charges
· Communicate any discrepancies found in the confirmation process with Maintenance Department
· Print screen dumps of all confirmed rates/fees/charges for verification and audit purposes.
· Verify the correctness of the confirmed data.
· Extract and print samples of system generated client advices on the EOSASYS report system
· Take enquiries from the various production systems and compare data
· Monitor incidents on the call logging system (Service Desk)
· Submit the client's advices print jobs, after verification is performed, on the EOSASYS report system
· Keep abreast of system changes and new projects to ensure that the correct procedures are adhered to and implemented within the department
· Build and maintain relationships with all relevant areas to be able to deliver excellent customer service.