Teraco Data Environments, Gauteng, is seeking an After-Hours Service Delivery Coordinator to ensure all clients receive the highest standards of service.
Job Description
The main duty is to attend to all clients, provide professional and kind service, and escalate issues to on-site or after-hours service desk resources as needed.
Purpose of the Role
Proactively identify roadblocks to high-quality servicing and implement strategies to deliver the required level of service to the client, utilizing on-site resources. Monitor and attend to all tickets related to the Service Delivery Co-Ordinator Role.
Main Functions of the Job
- Adhere to company policies, procedures, and processes.
- Provide high-quality verbal and written communication with clients.
- Process and update tickets within agreed operation service level agreement and client SLA timelines.
Client Satisfaction
Facilitate high-quality servicing by all on-site staff and assist with resolution or servicing as needed.Optimize client satisfaction.Communicate suggestions, comments, and feedback to management.Plan and implement preparation activities for major client deployments.Support all sites to resolve or escalate client service-impacting issues.Administrative Responsibilities
Accurately record and capture queries, resolution, and follow-up.Accept and log tickets in the agreed queues.Process and update tickets in expected turnaround times.Potential ticket escalation to other divisions of the business or technical.Monitor ticket queues and ticket closure for all tickets.Time-Dependent Responsibilities
Process all tickets relevant to the After-Hours Service Delivery Coordinator role.Review My Team tasks and tickets and assist with clearing any backlog.Perform tasks not strictly defined in the job description during downtimes.Escalation and Reporting
Assist on-site staff with escalation for support as required.Identify roadblocks that impact client satisfaction and present recommendations to management.Prepare and submit reports as required.Report any incidents to management within SLA.Skill Requirements
Exceptional communication skills.Excellent administrative skills.Active listening and problem-solving abilities.Ability to work independently and as a positive team player.Self-motivated and conducts self professionally.Qualifications and Experience
Matric.2 years relevant working experience.ITIL preferred.Microsoft Office skills.Understanding of Wireless solutions and networks and cabling (fibre optic and copper) preferred.#J-18808-Ljbffr
