Service Support Specialist at Soulstice Consulting

Job description

About this Role:

Soulstice is looking for a Service Support Specialist who will be responsible for managing the delivery of managed services, as well as play the role of a service controller responsible at all times for the delivery of technology services on behalf of the Customer.

This role will be responsible for delivering the best possible service experience for customers. Focus is placed on improving customer satisfaction.

The Service Support Specialist will also service as a technical liaison and participate in, or oversee, a variety of analytical and technical assignments that provide for problem diagnosis and solutions documentation, implementation, administration, support, and maintenance.

This candidate should also enjoy working in a cross-functional team setting.

Duration of employment: 1 year renewable contract

Responsibilities:

• Responsible for monitoring service status, and supporting those network operations for which Service Control are responsible
• Managing the delivery of all multi-user impacting incidents to resolution, championing the Business and Customer Experience
• Responsible for supporting the production of all service reporting
• Provide technical assistance and support for incoming queries and issues
• Monitor the Service Management application for service requests assigned to the queue
• Ensure that all Trouble Tickets are managed against service delivery expectations and requirements according to SLA.
• Ensure compliance with operational processes and procedures at all times.
• Compiling SLA Contracts
• Partner/Vendor Management
• End-to-end facilitation and coordination of operational escalations/problems

Education Required:

• Bachelor’s Degree or equivalent
• ITIL Intermediate Certification

Experience and Knowledge:

• 2-3 years’ experience in Service Management/ Customer-facing role or related discipline
• Service Management
• ITIL
• IT Operations
• COBIT
• ISO (Optional)
• Customer Relationship Management
• Change Management
• Project Management
• SLA regulation and contract compiling
• Network server administration
• Report Writing
• Presentation Skills
• What you'll gain from this experience:

Make a difference in a fast growing company active in a fast developing technology sector
Join us full-time if the stars line up right

What we are looking for:

• We like big thinkers and people who get things done!
• Top communication skills
• Keen analytical ability
• Ability to learn fast, draw insights and work independently
• Passionate about Tech
• Customer focused, team oriented, results & costs driven
• Capability to work effectively with senior business and IT management
• Effective interpersonal skills
• Persuasive communicator with strong verbal and written communications skills at all organizational levels
• Good influencing and negotiation skills
• Pragmatism and analytical thinking
• Ability to drill from overview down to detail and vice versa when required
• Resilient achiever
• Capable of resolving complex technical issues involving co-ordination of different parties
• Background advantage : financial services or tech digital marketing