Service Coordinator at Altron Bytes Systems Integration

Job Description

• We are looking for a Service Coordinator assists with all support desk administration using the tools the company uses to manage support services.  This is currently CRM, excel reports and Power BI reports. A primary focus is to ensure that governance on Incident management is followed. Escalate all non-conformances to the Service Delivery Manager and Line managers where applicable.

Key responsibilities:

A Service Coordinator is responsible for matching business needs with technology in the following manner:

Coordination/ Reporting: 

• Check support queues
• Acceptance and allocation of support calls to relevant teams 
• Create quotes from templates based on Customer requests
• Request feedback from consultant and update where necessary
• Track, Drive and Close calls to completion 
• Run Reports as requested/required for customers and team members
• Run Customer reports at month end, and as and when required for time queries through the month
• Run weekly control reports to determine time allocated vs time spent and time available for relevant teams and customers
• Run Month end reports as per month end billing process
• Load contracts onto the CRM system on instruction from support manager (opportunities, entitlements, documents and forecasts in CRM)
• Keep support documentation and support intranet site updated
• Provision of Service Desk reports after checking accuracy and quality of input (reports must be automated)
• Ensure that reporting delivered is aligned to the contractual requirements 
• Reducing the number of valid and invalid re-assignments to the service desk.
• Checking that all Service desk reporting is accurate and automated - facilitate the automation process before it is sent to the SDM and the customer  
• Coordination/ Reporting: 
• Check support queues 
• Create quotes from templates based on Customer requests 
• Request feedback from consultant and update where necessary.
• Acceptance and allocation of support calls to relevant teams  
• Track, Drive and Close calls to completion  
• Run Reports as requested/required for customers and team members 
• Run Customer reports at month end, and as and when required for time queries through the month
• Run weekly control reports to determine time allocated vs time spent and time available for relevant teams and customers
• Run Month end reports as per month end billing process
• Load contracts onto the CRM system on instruction from support manager (opportunities, entitlements, documents and forecasts in CRM) 
• Keep support documentation and support intranet site updated;
• Provision of Service Desk reports after checking accuracy and quality of input (reports must be automated) 
• Ensure that reporting delivered is aligned to the contractual requirements  
• Reducing the number of valid and invalid re-assignments to the service desk. 
• Checking that all Service desk reporting is accurate and automated - facilitate the automation process before it is sent to the SDM and the customer 
• Customer Relations: 
• Representation of the service desk at the CAB for the allocated customer  
• Raise, Manage and Escalations together with Service Delivery Managers 
• Ensure that outcome of quality related tasks for the allocated customer/s are performed and that the quality loop is closed
• Ensure that all SLA’s are met and not breached    
• Ensure that the SD service levels for the allocated customer is measured and reported correctly and on time 
• Incident management daily meetings to manage and escalate the primary incident management quality indicators – based on automated reports
• Escalate non-conformances to the incident management process on all resolver groups 
• Investigation of escalations, identification of the root causes and ensuring that remedial action is taken in a timely manner
• In-depth understanding of the SD portion of the customer agreement  
• Improvement of processes internally: 
• Implementation of minor service changes in the operational environment including creating of templates  
• CAB feedback to the service desk management and support on all changes that may impact on the service desk in terms of ticket volumes or knowledge / training that may be required by the service desk in future
• Facilitate the smooth implementation of service desk process changes related to client specific and generic processes. Monitoring the adherence to Service Desk processes and escalation and coaching on non-conformance where required 
• Manage service improvements and service alignment initiatives 
• Obtain, interpret and store the contract information related to the Service Desk Services on the agreed central point 
• Automation – identify opportunities for automation and to simplify processes in the service desk environment 
• Ensure discrete handling of all business information, particularly where confidential information is concerned
• Administration: maintain an updated Microsoft Office Outlook calendar; completion of any required administration timeously (e.g. response on performance reviews): weekly timesheets, etc
• Travel locally, as required, to conduct the company’s business. 
• COMMUNICATIONS & WORKING RELATIONSHIPS:
• Internal: 
• Line Manager
• Department Heads
• Peers
• Reasons for Interaction:
• co-ordinate work activities
• review status of work
• exchange information
• External:
• Clients
• Reasons for Interaction:
• resolve problems or give / receive advice /direction

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric certificate 
• Various 
• ​​Non-negotiable ​ 
• ITIL 4 
• Various 
• Non- negotiable 
• Diploma 
• Informatics / support desk (or similar) 
• ​​Advantageous ​ 
• University degree  
• Informatics (or similar) 
• ​​Advantageous ​ 
• Technical Skills
• Worked with on Microsoft Dynamics CRM 

​​Advantageous ​ 

Years of Experience

• IT Consulting environment 
• Practical work experience, in support services 
• ​​5 to 8 years ​ 
• ​​Non-negotiable ​