Junior field support engineer

EOH-Sasol

June 2015 to July 2016

KPI Name
Objective

Partner for Life
(Customers, Partners, Suppliers)
Call Updating
To ensure that all calls are updated every day with meaningful comments and that correct call update templates are used and completed fully on all calls.

Asset input
To ensure that all assets are correctly entered in the system.

User Satisfaction
To ensure that the user is satisfied with the service provision

Right First Time
(Performance objectives
Meet SLA Requirements
To repair identified problems to meet average contractual SLA requirements

Remote or Telephonic Resolution
To ensure that all calls are handled by the Remote Support team prior to being redirected to a Site FSE. Site FSE to ensure that all calls which can be resolved remotely is redirected back to the remote support team.

Productive Call Rate
To ensure that the agreed upon number of calls are resolved per day.

Productive Time
Maintain productivity of >75%

Instruments
To ensure that all IMS mobility instruments and company equipment are kept in good condition at all times (Desktop PC, Tablet/Charger/Cover)

Closure Codes
To ensure that correct closure codes are used

Work Flows
Adherence to IMS Mobility /any assisted tool used workflows

Call Ageing
Ensure that no calls have aged past the agreed upon number of days and those which have, are escalated to ensure closure. All calls to be regularly updated correctly with relevant details.

Best People
Problem-Solving
To listen and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routines

Repeat Calls
To limit the number of recurring calls

Higher certificate in IT

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies