Administrator (Support & Operations)

HCL Technologies (PTY) Ltd. (Fy HCL Axon PTY Ltd.); South Africa; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Sapsf is seeking an Administrator (Support & Operations) to independently resolve tickets, provide on-call support, and perform root cause analysis to drive positive customer feedback.

You will adhere to quality standards and regulatory requirements, update the knowledge base, train freshers, coach analysts, and ensure First Call Resolution with high CSAT while meeting SLAs.

Qualifications

• Experience in ticket resolution and customer support.
• Familiarity with on-call escalations.
• Ability to perform root cause analysis.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on-call escalations and root cause analysis.
• Update knowledge base and manage training for freshers, coaching analysts.
• Independently resolve tickets within the defined SLA for volume and time.
• Ensure positive customer experience and CSAT through First Call Resolution and minimized reopens.

Job description

Career Opportunities: Administrator (Support & Operations) (162083)

Requisition ID162083-Posted09/23/2026

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cause analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.