Service Delivery Co-ordinator

Teraco – East Rand, Gauteng

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
Conducts self professionally, exhibits high levels of tolerance and patience
Strong time keeping and multi-tasking skills

Qualifications and experience:
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)