The Partner Systems Access Administrator is responsible for the provisioning of Partners’ systems access for TSA agents and ensuring all Partner governance is adhered to.
Responsibilities:
- Issue systems access to all TSA induction groups
- Deactivate agent from Client Systems, upon termination request
- Respond to and manage all Systems Access requests (i.e. Service Desk, email, ad hoc) for Client System activation and access
- Maintain accurate and detailed employee records for Client Access systems access
- Maintain changes impacting the TSA hierarchy i.e. change of manager
- Monitor and report any access faults
- Proactively escalate all questionable / unknown errors through appropriate channels
- Pull Client Systems Access reports (e.g. Teledex, AQM/QI360, Workday) within relevant timeframe/s
- Update Client Accreditation data for reporting purposes
- Ad hoc reporting
- Ensure a high level of guidance and support is provided for TM’s enabling effective service delivery and requester satisfaction.
- Manage team and individual TM’s to ensure customer queries are identified and resolved to the satisfaction of the requester or escalated to the appropriate team.
- Work in collaboration with stakeholders and relevant teams to effectively handle escalated requests and investigate complex issues
- Maintain a professional, courteous, and respectful attitude towards requesters, colleagues and Telstra employees at all times.
- Ensure requester expectations are managed correctly and customer commitments are actioned to maintain transparency and credibility
- Ensure the team is aware of the importance of maintaining customer privacy and can effectively manage objections and build rapport with the requester to obtain required details without disclosing personal indefinable information
- Ensure team members are able to simplify complex information and articulate themselves clearly and accurately.
- Uphold the above expectations if in direct contact with requesters.
- Field and prioritise requests from end users in a prompt and courteous manner
- Work to resolve them.
- Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource.
- Track and document the Help Desk request following the process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Perform Root Cause Analysis for Help Desk requests.
- Apply diagnostic tools to aid in troubleshooting as and when required.
- Perform post-resolution follow up to ensure user satisfaction and proper problem resolution
- Ensure that systems and solutions implemented to production meet the Zero Business Impact Principle
- Ensure that IT solution outcomes are robust and meet production standards
- Ensure that IT asset services meet the agreed Service Levels and Standards
- Deliver high value customer services
- Manage team members schedule adherence
- Effectively Manage the Team’s Leave
