PURPOSE OF THE ROLE
Proactively identify roadblocks to high quality servicing and implement strategies todeliver the required level of service to the client, utilizing the on-site resources. Monitor and attend to all ticketsrelated to the Service Delivery Co-Ordinator Role. Support any issues that may arise at other sites, that impact customer satisfaction, and escalate to sitemanagement ifrequired.
MAIN FUNCTIONS OF THE JOB
General
- Adheretocompanypolicies, procedures,andprocesses.
- Highqualityverbalandwrittencommunication withclients.
- Processandupdatetickets withinagreedoperationservicelevelagreementandclientSLAtimelines.
Client Satisfaction
Facilitate high quality servicing by all on-site staff, and if required assist with resolution or servicing. However,itmustbenoted,thatthe After-Hours Service Delivery Coordinator Team Leadmustensurethatexistingstafffulfiltheservicingrequirements,andthe After-Hours Service Delivery Coordinator Team Lead onlyperformsthefunctionwhentheexistingstafffailtoandclientsatisfactionisimpacted,or there is a skill or resource shortage; If required to fulfil the functions, the After-Hours Service Delivery Coordinator is required to have theknowledge and capability to perform all functions except guarding, remote hands, and facilities technicalmanagement. However, the After-Hours Service Delivery Coordinator Team Lead must have a can-do attitude to resolve any situation wherecustomersatisfactionimpacted.Optimiseclientsatisfaction.Communicatesuggestions&comments andfeedbacktomanagement.Plan and implement preparation activities that may be required for major client deployments, and / orexecuteona planprovidedbyService Delivery Manager / Management toensurehighclientsatisfaction.Supportallsites,toresolveorescalateclientserviceimpactingissues.Administrative Responsibilities
Accuraterecordinganddatacapture ofqueries,resolution,andfollow-up.Acceptandlog ticketsintheagreed queuesintheexpectedturnaroundtimes.Toprocessandupdateticketsinexpectedturnaroundtimes.Potentialticketescalationtootherdivisionsofthebusinessortechnical.Monitorticketqueuesandticketclosureforalltickets(irrespectiveofsite)andescalatetoManagement if queues are not being managed appropriately, or any tickets are not being acceptedforprocessingwithin15minutesProcessalltickets relevant to the After-Hours Service Delivery Coordinator role.Review My Team tasks and tickets and assist with clearing any backlog.May be required to perform task not strictly defined in the job description, for which you have competence, during downtimes, when excess time is available.Escalation & Reporting
Assiston-sitestaffwithescalationforsupport asrequirede.g.,Ozone,networkdowntime.Identifyroadblocksthatimpactclientsatisfactionandpresentrecommendationstomanagementtoaddressunderlyingrootcauses.Prepare andsubmitanyreportsthatmay berequiredfromtimetotime.Reportanyincidentsto managementwithinSLA,whereimpactingclientsrequiringnotificationi.e.,actasmanagementeyes andearsfor escalationafter hours.Self-Development
Thisroleisrequiredtooperateindependentofthe Business Hours Service Delivery Coordinatorteam,andthereforeitis criticalthattheindividual is a self-starter who is willing to learn operations from other on-site staff, withoutmanagement oversightinmostcases.Office Hours & Location
Theroleisanactiveroleinwhichtheindividualisrequiredtoactivelymonitorallcomponentsofthesiteimpactingclients, andthereforethepersonis requiredtobe mobileand active.This role is required to work Thursday to Sunday, 18 : 00 to 06 : 00 . However every 4 months,may be required to work day shift for a 2–4-week period to undergo on-the-job trainingoroffice-sitetraining.This role is required to work on-site at JB1 / Isando or JB2 Bredell, however, may be required to change location toanotherTeracosite, iftheclientrequirements forafterhours supportchange.Team Lead Responsibilities
Conduct weekly team sessions and coach on improvement initiativesEnsure that all work conducted by the Team Lead and Team members are performed following Policy, Procedure, Process and Work Instructions for continuous improvement of Teams performanceEnsure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team membersDashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLACreate and maintain Issue Register to track Team Performance and assist in identifying gapsSupport HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation)#J-18808-Ljbffr