Technical Dispatch Operator - 3 Months Contract at Nexio

OVERVIEW  

• Our client requires technical dispatch operator to work within a fault management environment, providing a task and coordination management service.  

ROLE AND RESPONSIBILITIES:  

A Dispatch Operator is responsible for the following:  

• Managing Task and Network Management Elements.
• Attending to emails and telephone calls, reporting of escalations and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment.
• Identify high level (Service Impacting) task/elements, coordinate and manage until resolved.
• Manage, track & update open tasks/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
• Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical personnel).
• Report and or escalate any anomalies to standard operations process

KEY PERFORMANCE INDICATORS:  

The operations must review the following: 

• Build relationships - Work collaboratively with others, inside and outside Supplier, and at multiple levels within the organization. Meet commitments and build trust. Develop positive working relationships.
• Maintain Infrastructure Availability - Identify and resolve malfunctions that are negatively impacting services.
• Learn Troubleshooting - Initiate troubleshooting sessions that involve cross functional teams.
• Contribute to knowledge base - Document new knowledge gained from experience to the central database for use by teams.

Qualifications & Education Requirements  

• Matric/NQF Level 4 (Essential)
• Diploma or certification in any of the following disciplines: Information Technology/ Computer Science Information Systems (Advantageous)

Experience Required

• Knowledge of incident management 
• Knowledge of task Management 
• Basic understanding of Networks fundamentals 
• Experience working with call handling helpdesk environment.

Experience working with Remedy fault management system. (Advantageous)

• ITIL Foundation certification (Advantageous)
• IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)

Knowledge and Skills Required 

• Analytical
• The ability to work in a team and to be proactive around self-learning 
• The ability to work under pressure and to tight deadlines 
• Willingness to assist with additional tasks given to the team  
• Interpersonal skills   

Special Requirements  

• Most important, be prepared to perform in a 24/7 environment, shift work, standby and overtime  
• Must be prepared to work outside of “working hours”. 
• Must be able to report to different reporting lines simultaneously.