Monitor and attend to all tickets related to the Service Delivery Role with specific focus on Access, Smart Hands, Remote Hands, Cancellations, and wireless planning and projects. Support any other departmental functions as and when required. Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources.
OBJECTIVES 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)
Escalation & Reporting
Report any client impacting issues or service deviations to the After-Hours Service Delivery Coordinator Team Leads for further investigation
Work closely with the After-Hours Service Delivery Coordinator Team Leads 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 After-Hours Service Delivery Coordinator Team is a "team" and are collectively responsible for all tickets;
If a After-Hours Service Desk 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 After-Hours Service Desk 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 After-Hours Service Desk Delivery Coordinator Team's responsibility to follow-up and escalate appropriately;
All tickets must be reviewed by the After-Hours Service Desk Delivery Coordinator Team frequently during the evening, weekends and public holidays, and must always be reviewed at the start and end of every shift when desk opens and closes;
The After-Hours Service Delivery Coordinator Team and the Business Hours 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.
Office Hours and Locations
This role is required to work weekdays & weekends from 6:00am – 18:00pm and 18.00pm – 06.00am, as well as any public holidays. The shift roster may change from time to time. The current shift roster is 3 days on, 3 days off, with four shift rotations.
The role will be required to do a workday shift Monday – Friday for a 2-4 week period to undergo on-the-job training;
This role is required to work on-site at JB1/Isando, however may be required to change location to another Teraco site based on business 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
Proactive problem solver
Ability to work independently & a positive team player
Self-motivated
Ability to lead and positively influence others
Conducts self professionally, exhibits high levels of tolerance and patience
Responsible for continued learning and self-development
High affinity for attention to detail
Strong time keeping and multitasking skills
Team player
Good time keeping
QUALIFICATIONS AND EXPERIENCE
Matric
CompTIA Network + certification
2 years relevant working experience in service desk role or similar
ITIL preferred
Microsoft Office skills
Understanding of Wireless solutions preferred
Strong understanding of networks and cabling (fibre optic and copper) preferred
Previous experience within IT/Telecoms industry an advantage
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