Service Delivery Coordinator at Teraco

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 operational service level agreement and client SLA timelines
• Will be required to perform Major Electrical Maintenance activities i.e. attend to client queries, provide information and timeously log access and remote hands tickets

Client Satisfaction

• Respond with empathy to clients, deal with their needs and acknowledge their operational pressures and deadlines
• Optimise client satisfaction
• Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes

Ticket Management (Administrative Responsibilities)

• Receive and handle requests for service, following agreed Service Desk Work Instructions
• Accurate recording and data capture of queries and follow-up from outset to conclusion
• Respond to common requests for service by providing information to enable fulfilment and promptly allocate unresolved calls as appropriate
• Provide 1st Line investigation and diagnosis and promptly allocate unresolved issues as appropriate
• Accept and process tickets in the agreed queues in the expected turnaround times
• Potential ticket escalation to other divisions of the business or technical
• Confirm and update access permission roles in CRM (update database)
• Wireless Map reservations and planning – all regions
• Process Service Orders (interconnects and general stock items) as and when required

Escalation & Reporting

• Report any client impacting issues or service Deviation to the Service Delivery Coordinator Team Lead for further investigation
• Work closely with the Service Delivery Coordinator Team Lead and escalate any client facing issues that may occur during the shift
• Prepare and submit any reports that may be required from time to time

 Team Collaboration

• The Service Delivery Coordinator Team is a “team” and are collectively responsible for all tickets;
• If a Service Delivery Coordinator Team member who is responsible for task is not attending to their task, then another team member must accept the task and finalise it; It is accepted that from time to time, team members are required to step in for other team members, to ensure the best interest of the client and Teraco’s service promise to clients is met;
• All tickets must be accepted by a team member within 15 minutes of being recorded in Ozone;
• Most tickets are more often than not, an urgent request, and Teraco is required to respond with the necessary urgency to fulfil the clients/contractor or Teraco staff members request within a timeline that ensures no client/contractor or Teraco guest fails to get access feedback in a timeous manner;
• The Service Delivery Coordinator Team are responsible for the entire cycle of all tickets, and if a Teraco team member is not responding within the timeline to meet the global turnaround targets, then it is the Service Delivery Coordinator Team’s responsibility to follow-up and escalate appropriately;
• All tickets must be reviewed by the Service Delivery Coordinator Team frequently during the business day, and must always be reviewed at the start and end of everyday when desk opens and closes;
• The Service Delivery Coordinator Team and the Shift Service Delivery Coordinator Team are responsible to ensure that there is an uninterrupted service to the clients when the desk transitions from one desk to another; All tickets should be handed over from one team to another, and feedback reviewed on all tickets at all time.

QUALIFICATIONS AND EXPERIENCE

• Matric
• CompTIA Network + certification an advantage
• 2 years relevant working experience in service management or similar
• ITIL preferred
• Microsoft Office skills
• Good understanding of networks and cabling (fibre optic and copper) an advantage
• Previous experience within IT/Telecoms industry an advantage