Service Delivery Co-ordinator

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 Role with specific focus on Smart Hands. Remote Hands, Cancellations and wireless planning and projects. Support any other departmental functions as and when required.

Main function of the job:

  • Adhere to company policies, procedures and processes
  • Accurate recording and data capture of queries, resolution and follow-up
  • Accept and process tickets in the agreed queues in the expected turnaround times
  • Potential ticket escalation to other divisions of the business or technical team
  • Monitor ticket queues and ticket closure
  • Wireless Map reservations and planning – all regions
  • Process Service Orders (interconnects and general stock items)
  • Ad hoc report

Skill requirement:

  • Good communication skills
  • Active listening – ability to understand requirements
  • Ability to communicate in English
  • Proactive problem solver
  • Ability to work independently & a positive team player
  • Self-motivated
  • Conducts self professionally, exhibits high levels of tolerance and patience
  • Strong time keeping and multi-tasking skills

Qualifications and experience:

  • Matric
  • 2 years relevant working experience
  • ITIL preferred
  • Microsoft office skills
  • Understanding of Wireless solutions preferred
  • Strong understanding of networks and cabling (fibre optic and copper)