Atm Monitoring Officer
Current• The Pass 6 years working Night shift 7pm – 7am • Monitoring the performance of ATM networks• Monitoring the availability of ATM networks• Diagnosing faults• Provide help desk support to branch staff and replenishment crews who areunable to resolve a fault on site• Diagnose ATM issues and support on site Technicians in resolving ATM issue• Escalate issues that are unable to be resolved with ATMS to 2nd level• technical support• Call management – logging, dispatching, following up and closing off calls• Ensure appropriate personnel are communicated and directed to faults to• ensure ATM is operable within agreed SLA’s• Escalates customer issues to appropriate business streams as required • Ad hoc reporting• SLA monitoring, reporting and call management of third-party service providers• Identification and escalation of repetitive faults and issues to the appropriatepersonnel• Supporting CMC Operators in answering inbound calls and making outbound• calls to ensure customer service levels are maintained when required• Maintain accurate and timely records to meet helpdesk reporting andadministrative requirements• Communicates with customers as required• Respond to customer escalations appropriately and within agreedtimeframes• Support customer network with moves, adds and changes including datamanagement, internal field activities and 3rd party coordination• Works safely at all times, report hazards and incidents and follows training,policies and safe work procedures.
