Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
- Competitive salary package
- Onsite Work Setup
- HMO coverage with free dependent
- Life Insurance Coverage
- We promote within the company! Look no further to take the next step in your career
- Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
- 1 Full time role available
Job Description
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
Qualifications
Essential
- At least 1 year of experience in the same function
- Functional knowledge in access provisioning
- Experience and knowledge with SD workflow and ITL framework specific to service operations and process improvement
- Excellent command of the English language and related grammar conventions, both written and verbal
- Able to build effective relationships with key internal & external stakeholders
- Strong planning, prioritisation and organisational skills
- Familiar with and confident in using the Microsoft Office suite (i.e. Outlook, Word and Excel)
- Works well independently
Personal Requirements
- Self-driven and thorough, consistently delivering quality service and outcomes in short timeframes
- Takes direction well
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
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TSA Website
Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
What We Do
We’re Australia’s leading specialists in CX consultancy and services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with a team of people who know exactly how to help brands do amazing things for their customers.
