Responds to user requests and issues, recording relevant information.
Assures resolution or escalates incidents and optimises system performance in accordance with predefined service level agreements (SLAs).
Understands how to monitor solution outcome and resultant customer satisfaction.
Interacts with users, applies basic product knowledge to respond to user requests.
Solves incidents, following prescribed procedures.
Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems and interrogates database for potential solutions.
Escalates complex or unresolved incidents.
Records and tracks issues from outset to conclusion.
Manages the support process and accountable for agreed SLA.
Plans resource allocation to meet defined service level.
Acts creatively, and applies continuous service improvement.
Manages the support function budget.
Relevant ICT User applications
Database structures and content organisation
Corporate escalation procedures
Software distribution methods and procedures for fix application and file transmission methodologies applicable to software fixes
Sources of information for potential solutions
Effectively interrogate users to establish symptoms
Analyse symptoms to identify broad area of user error or technical failure
Deploy support tools to systematically trace source of error or technical failure
Clearly communicate with end users and provide instructions on how to progress issues
Record and code issues to support growth and integrity of online support tools
Functies met C.1. User Support competentie