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Service Coordinator, Midrand

-25.9993 28.1259
Midrand, South Africa
Last edited: yesterday
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Description

PURPOSE:
Assign and actively coordinate the resolution of incidents to/by appropriate 2nd and 3rd line support staff in order to achieve the contracted SLA targets.

FORMAL EDUCATION:

Grade 12

EXPERIENCE:

Minimum 2 - 4 years’ experience in coordinating resolution of incidents and service requests, coordinating technical resources to achieve service levels and targets and providing reports around incident and service request resolution.
Must be able to work shifts according to the international client requirements.
Must be willing or able to work weekends and after hours when required.
Manage escalations and know the escalation process

TECHNICAL / LEGAL CERTIFICATION

ITIL v3 Foundation Certification (advantageous)
N+ (advantageous)
MCSE (advantageous)

RESPONSIBILITIES:

Manage all activities from acceptance to final resolution of incidents and requests within agreed SLA targets.
Manage open tickets assigned to 3rd party Vendor to ensure SLA adherence
Assigning tickets to the relevant Support Groups
Track and balance Engineer workload
Update the open tickets on a daily basis

KEY COMPETENCIES:
Knowledge:

Knowledge of the incident management process according to (IPC management)
Knowledge of the network environment including processes and work instructions
Knowledge of Ticket Logging Tools
Knowledge management tools
Knowledge of Network SLAs and the impact on the Network Function
Understanding of Customer environment and processes

Skills:

Communication skills (both written and verbal)
Interpersonal skills: ability to work effectively within a team, and independently
Analytical and problem solving skills relating to incident coordinating functions
Conflict Management
Ability to analyse incident trends and determine root causes
Customer service skills
Report to management on improvement plans and progress
Excel (MS Office 365)

Personal Attributes:

Relating and Networking
Analysing
Delivering Results and Meeting Customer Expectations
Persuading and Influencing
Writing and Reporting
Following Instructions and Procedures
Working with People
Planning and Organising
Deciding and Initiating Action
Coping with Pressures and Setbacks
Achieving Personal Work Goals and Objectives
Creating and Innovating

APPLICATIONS :
Those who are interested are invited to submit their CV together with proof of their qualifications and or relevant certifications.

Preference will be given to designated individuals and internal applications within the employment equity framework of Gijima.

Highlights

Company name

Gijima Holdings HR
Job position

Service Coordinator

Ad ID:

8758749830
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