Service Delivery Co-Ordinator Team Lead - JHB East Rand at Teraco

PURPOSE OF THE ROLE

• Monitor and attend to all tickets related to the Service Delivery Co-Ordinator Role. Support any issues that may arise that impact customer satisfaction and escalate to management if required.

MAIN FUNCTIONS OF THE JOB

General

• Adhere to company policies, procedures, and processes.
• 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 Service Desk staff, and if required assist with resolution or servicing. However, it must be noted, that the Service Delivery Coordinator Team Lead must ensure that existing staff fulfil the servicing requirements, and the Service Delivery Coordinator Team Lead only performs the function when the existing staff fail to, and client satisfaction is impacted.
• The Service Delivery Coordinator Team Lead must have a can-do attitude to resolve any situation where customer satisfaction impacted.
• Optimise client satisfaction.
• Gather & communicate suggestions & comments and feedback to management.
• Support all sites, to resolve or escalate client service impacting issues.

Administrative responsibilities

• Accurate recording and data capture of queries, resolution, and follow-up.
• Accept and log tickets in the agreed queues in the expected turnaround times.
• To process and update tickets in expected turnaround times.
• Potential ticket escalation to other divisions of the business or technical teams.
• Monitor ticket queues and ticket closure for all tickets (irrespective of site) and escalate to Management if queues are not managed appropriately, or any tickets not accepted for processing within 15 minutes.

Time dependent i.e., no immediate client servicing issues requiring attention,:

• Process all tickets relevant to the Service Delivery Coordinator role.
• Review My Team tasks and tickets and assist with clearing any backlog.

Escalation and Reporting

• Assist on-site Service Desk staff with escalation for support as required e.g., Ozone, network downtime.
• Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes.
• Prepare and submit any reports that may be required from time to time.
• Report any incidents to management within SLA, where impacting clients requiring notification i.e., act as management eyes and ears for escalation.

Self-Development

• Must be an initiative-taker by nature.
• Must seek to continually learn and improve their skills.

Office Hours and Location

• The role is an active role in which the individual is required to actively monitor all components of the site impacting clients, and therefore the person is required to be mobile and active.
• This role is required to work 08:00 - 17:00 Monday to Friday.
• This role is required to work on-site at JB1/Isando.

Team Lead Responsibilities

• Conduct weekly/monthly KPI meetings with the Service Delivery Coordinators to monitor performance and improvement.
• Conduct weekly/monthly team sessions and coach on improvement initiatives.
• Ensure 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 performance.
• Ensure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team members.
• Dashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLA.
• Create and maintain Issue Register to track Team Performance and assist in identifying gaps.
• Support HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation)

Requirements
SKILLS REQUIREMENT

• Exceptional communication skills.
• Excellent administrative skills are critical.
• Active listening – ability to understand requirements.
• Ability to communicate in English, and any other RSA language beneficial.
• Initiative-taking analytical person.
• Ability to work independently & a positive collaborator.
• Initiative-taking.
• Ability to lead or positively influence others.
• Conducts self professionally, exhibits elevated levels of tolerance and patience.
• Responsible for continued learning and self-development.
• Collaborator.
• Good time keeping.

QUALIFICATIONS AND EXPERIENCE

• Matric
• 2 years relevant working experience with clients
• ITIL and CDCP preferred.
• Microsoft Office skills
• Understanding of Wireless solutions preferred
• Strong understanding of networks and cabling (fibre optic and copper)