PURPOSE OF THE ROLE<\/p>\n
\tMonitor and attend to all tickets related to the Service Delivery Coordinator Role with specific focus on Access, Smart Hands. Remote Hands, Cancellations and wireless planning and projects. Support any other departmental functions as and when required. Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources.<\/p>\n
MAIN FUNCTIONS OF THE JOB General<\/p>\n
\tAdhere to company policies, procedures and processes
\n\tHigh quality verbal and written communication with clients
\n\tProcess and update tickets within agreed operational service level agreement and client SLA timelines
\n\tWill be required to perform Major Electrical Maintenance activities i.e. attend to client queries, provide information and timeously log access and remote hands tickets<\/p>\n
Client Satisfaction<\/p>\n
\tRespond with empathy to clients, deal with their needs and acknowledge their operational pressures and deadlines
\n\tOptimise client satisfaction
\n\tIdentify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes<\/p>\n
Ticket Management (Administrative Responsibilities)<\/p>\n
\tReceive and handle requests for service, following agreed Service Desk Work Instructions
\n\tAccurate recording and data capture of queries and follow-up from outset to conclusion
\n\tRespond to common requests for service by providing information to enable fulfilment and promptly allocate unresolved calls as appropriate
\n\tProvide 1st Line investigation and diagnosis and promptly allocate unresolved issues as appropriate
\n\tAccept and process tickets in the agreed queues in the expected turnaround times
\n\tPotential ticket escalation to other divisions of the business or technical
\n\tConfirm and update access permission roles in CRM (update database)
\n\tWireless Map reservations and planning \u2013 all regions
\n\tProcess Service Orders (interconnects and general stock items) as and when required<\/p>\n
Escalation & Reporting<\/p>\n
\tReport any client impacting issues or service Deviation to the Service Delivery Coordinator Team Lead for further investigation
\n\tWork closely with the Service Delivery Coordinator Team Lead and escalate any client facing issues that may occur during the shift
\n\tPrepare and submit any reports that may be required from time to time<\/p>\n
\u00a0Team Collaboration<\/p>\n
\tThe Service Delivery Coordinator Team is a \u201cteam\u201d and are collectively responsible for all tickets;
\n\tIf a Service Delivery Coordinator Team member who is responsible for task is not attending to their task, then another team member must accept the task and finalise it; It is accepted that from time to time, team members are required to step in for other team members, to ensure the best interest of the client and Teraco\u2019s service promise to clients is met;
\n\tAll tickets must be accepted by a team member within 15 minutes of being recorded in Ozone;
\n\tMost tickets are more often than not, an urgent request, and Teraco is required to respond with the necessary urgency to fulfil the clients\/contractor or Teraco staff members request within a timeline that ensures no client\/contractor or Teraco guest fails to get access feedback in a timeous manner;
\n\tThe Service Delivery Coordinator Team are responsible for the entire cycle of all tickets, and if a Teraco team member is not responding within the timeline to meet the global turnaround targets, then it is the Service Delivery Coordinator Team\u2019s responsibility to follow-up and escalate appropriately;
\n\tAll tickets must be reviewed by the Service Delivery Coordinator Team frequently during the business day, and must always be reviewed at the start and end of everyday when desk opens and closes;
\n\tThe Service Delivery Coordinator Team and the Shift Service Delivery Coordinator Team are responsible to ensure that there is an uninterrupted service to the clients when the desk transitions from one desk to another; All tickets should be handed over from one team to another, and feedback reviewed on all tickets at all time.<\/p>\n
Office Hours and Locations<\/p>\n
\tThis role is required to work weekdays from 8:00am \u2013 17:00pm
\n\tThis role is required to work on-site at JB1\/Isando, however may be required to change location to another Teraco site based on business requirements<\/p>\n
Job Requirements
\nSKILLS REQUIREMENT<\/p>\n
\tExceptional communication skills
\n\tExcellent administrative skills are critical
\n\tActive listening \u2013 ability to understand requirements
\n\tAbility to communicate in English, and any other RSA language beneficial
\n\tProactive problem solver
\n\tAbility to work independently & a positive team player
\n\tSelf-motivated
\n\tAbility to lead and positively influence others
\n\tConducts self professionally, exhibits high levels of tolerance and patience
\n\tResponsible for continued learning and self-development
\n\tHigh affinity for attention to detail
\n\tStrong time keeping and multitasking skills
\n\tTeam player
\n\tGood time keeping<\/p>\n
QUALIFICATIONS AND EXPERIENCE<\/p>\n
\tMatric
\n\tCompTIA Network + certification an advantage
\n\t2 years relevant working experience in service management or similar
\n\tITIL preferred
\n\tMicrosoft Office skills
\n\tGood understanding of networks and cabling (fibre optic and copper) an advantage
\n\tPrevious experience within IT\/Telecoms industry an advantage<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.teraco.co.za ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Teraco","_company_website":"http:\/\/www.teraco.co.za","_company_tagline":"Teraco is the first provider of resilient, vendor neutral data environments in South Africa. Clients benefit from the cost savings and improved resilience of securely housing their information systems and networking equipment in a colocation facility purpose-built and operated to global best practic... read moree by an expert organisation with an absolute focus on data centre technology and infrastructure. Founded in 2008, Teraco Data Environments has brought international best practice in vendor neutral data centre management to South Africa to give businesses a technically superior, physically safer and lower cost environment for their information systems. Teraco operates facilities in Rondebosch - Cape Town (CT1), Riverhorse Valley - Durban (DB1) and Isando - Johannesburg (JB1) . Teraco data centres are located on the fibre rings of the major licensed carriers in South Africa, including Telkom, Neotel, Broadband Infraco and Dark Fibre Africa all of which have fibre nodes within the facilities. Teraco Campus Isando Johannesburg","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-21658","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/21658","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=21658"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=21658"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=21658"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}