Service Delivery Coordinator

Teraco – A Digital Realty Company; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading technology solutions provider in Gauteng is seeking a Service Delivery Coordinator to manage client queries and ensure high-quality service. The role involves responding to tickets, optimizing client satisfaction, and collaborating with team members. Ideal candidates possess strong communication and administrative skills, along with relevant certifications and experience. On-site presence is required with competitive market-related salary.

Qualifications

• Matric qualification is required.
• CompTIA Network + certification is an advantage.
• 2 years of relevant work experience in service management or similar.

Responsibilities

• Attend to incoming client queries professionally.
• Monitor and respond to tickets related to service delivery.
• Ensure high-quality communication with clients.

Skills

Exceptional communication skills

Excellent administrative skills

Active listening

Proactive problem solver

Strong time keeping and multitasking skills

Education

Matric

CompTIA Network + certification

2 years relevant working experience in service management

ITIL preferred

Tools

Microsoft Office skills

Good understanding of networks and cabling

Job description

Job Details

Job Reference Number: SDCJB1

Department: Service

Business Unit:

Industry: Information Technology

Job Type: Permanent

Positions Available: 1

Salary: Market Related

Purpose of the Role

The main duty is to attend to incoming queries from clients and handle them in a professional, kind, and tactful manner and escalate these to the relevant resource when and if necessary. Monitor and attend to all tickets related to the Service Delivery Coordinator 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.

Responsibilities

• 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
• Major Electrical Maintenance activities i.e. attend to client queries, provide information and timeously log access and remote hands tickets

• 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

• 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

• 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

• The Service Delivery Coordinator Team is a “team” and are collectively responsible for all tickets;
• If a team member is not attending to their task, another team member must accept the task and finalise it; from time to time, team members are required to step in for others to ensure client service;
• All tickets must be accepted by a team member within 15 minutes of being recorded in Ozone;
• Most tickets are urgent and Teraco is required to respond with urgency to fulfil client/contractor requests within time limits;
• The Service Delivery Coordinator Team are responsible for the entire cycle of all tickets and must follow up and escalate as needed if timelines are not met;
• All tickets must be reviewed by the Service Delivery Coordinator Team at the start and end of the business day;
• Handovers between desks must be done with feedback reviewed on all tickets at all times.

• This role is required to work weekdays from 8:00am – 5:00pm
• This role is required to work on-site at JB1/Isando and may be required to change location 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 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