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.
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.