• System support within the I&T Frontline (POS) Team, performing various entry level duties such as monitoring of the POS estate and resolving technical queries regarding the different applications relating to the POS system.
• This includes management and resolution of assigned call types known as incidents, problems, known errors, service requests and project items within agreed SLAs to keep productivity and availability of the POS estate at optimum.

Minimum requirements

• IT diploma/certification
• 1 year experience in system support
• Computer literate: MS Office
• Exposure to an IT customer service environment
• Understanding of IT Infrastructure, POS systems and general store processes (e.g. cashier, supervisor, back office reporting) is advantageous
• POS Systems
• Operating systems
• Retail store processes
• Nagios
• ITIL

Competencies

• People Orientation
• Attention to detail
• Patience
• Team Player
• Absorb Pressure positively
• Problem solving ability
• Customer Service
• Interpersonal skills
• Communication Skills, analytical and presentation skills
• 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