DTS IT Coordinator/Administrator - Internal Client Services - ATS at Deloitte

Job Description
Main Purpose of Job

To provide an efficient and effective co-ordination role within a team, service line or service area e.g.  processes, function, customer satisfaction etc., requiring some guidance or direction from superior

Differentiators for this specific role

• Monitoring of SLA (Service Level Agreement) of calls (SLA target is 98%)
• Training and guidance to staff on correct processes and procedures as well as new technology.
• Reports
• Process Improvement and Optimization
• SLA and call stats
• Project Involvement

Key Performance Areas:

Strategic Impact

• Co-ordinates activities/ events for the team, function, or service area in support of the defined strategic objectives
• Performs daily checks on tools to ensure the team is adhering to governance model.

Client Impact: External / Internal

• Monitor’s client needs relating to role and adapts to changing requirements
• Defines and proposes ways to improve processes and /or systems to enhance the delivery to the business

Operational Effectiveness

• Effectively coordinates processes to ensure that deadlines are met
• Effectively communicates with the team and the client.
• Checks for accuracy in all processing of information
• Mitigates risk factors through thorough evaluation of requirements and documentation
• Provides accurate and detailed reporting as relevant to the role
• Supports team / business with assistance on overflow work that arises to ensure effective delivery to business
• Works within approved budget and timelines
• Ensures that calls are answered effectively and assigned correctly to achieve adherence to SLA/OLA
• Follow up with clients & Feedback from escalations and surveys
• Monitor SLA/OLA levels and open calls that are breaching thresholds or have been paused. To ensure SLA/OLA levels are met, and calls do not become dormant.
• Re-allocation of tickets to correct teams / persons where necessary.
• Ensuring staffing levels are sufficient in relevant area’s to support business needs.
• Co-ordination of training initiatives.
• Organizes workload to ensure deadlines are met, schedules work assignments in order of priority, urgency and date received.

Development/Growth of Team

• Actively works to address own identified development areas
• Guides junior admin / co-ordination staff on effective processes and standards

Budgets / Profitability

• Effectively uses time, equipment, and resources
• Accurately and timeously records any costs incurred in work processes, including, but not limited to standby allocations/payments

Qualifications
Minimum Qualifications

• ITIL Certification, Diploma (1 year)
• Desired: Diploma (3 years), Advanced Excel Courses, Power BI Knowledge

Minimum Experience

• 2 years within a similar role or a reporting role
• Desired: 4 years’ working experience, 3 years in a similar role

Technical Competencies

• Sound knowledge of all work processes related to the role
• Good reporting skills
• Good all-round experience of ITIL as well as Information and Communication Technology (ICT) services industry
• ITIL Foundation Certification
• Knowledge & understanding of managing SLA
• Competent in full Microsoft Office suite
• Advanced understanding of Excel spreadsheets, functions, and processes
• Excellent reporting skills. Ability to gather and analyse statistical data and generate reports
• Knowledge of planning and scheduling/rostering techniques.

Additional Information

Behavioural Competencies:

• Effective communication skills, both written and verbal
• Excellent attention to detail
• Willingness and a desire to learn at a rapid rate
• Planning and organising skills
• Focus on delivery, must be results orientated and analytically minded
• Understanding and a drive to enhance the client experience
• Strong relationship building and interpersonal skills at all levels
• Ability to solve more complex issues without assistance
• Good business acumen
• Ability to produce results when specified targets are set
• Ability to resolve difficult or stressful customer service issues
• Good listening skills
• Ability to perform complex tasks and to prioritize multiple deliverables
• Ability to adapt to continuous business process changes within the environment