Duties and Responsibilities
Duties & Responsibilities
Monitoring of the POS estate
Monitor the status of the various POS equipment in the PnP estate and report/resolve all issues/defects found within agreed timelines
Proactively report any incident trends or risk factors occurring in the estate to mitigate them
Incident management - attend to all incidents which are assigned to the team and resolve them within SLA
Reduce call volumes by improving and streamlining processes
Communicate promptly and clearly to all stakeholders relating to the incident
Customer service approach with courtesy follow up communications
Attention to detail in incident updates and actions carried out
Reach daily target regarding incident closure volumes
Knowledge Management & Transfer
Document training material and share with team members in order to upskill and create awareness
Stay abreast of any new developments and current knowledge base within the team
Share ideas and communicate any new incidents that would potentially have high impact to the team in regularly scheduled meetings
Upskill yourself and team members about the systems and applications pertaining to your area and beyond
Vendor Interactions
Maintain good vendor relationships
Ensure that vendors are attending to incidents timeously and follow up often in order to resolve them efficiently
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