PLEASE NOTE: Only candidates who reside in the Johannesburg and surrounding areas will be considered
The Service Coordinator participates in MULTi's incident management and resolution processes, schedules, and assigns resources to deliver all client services, whether they are remote or onsite support or services conducted at the provider's location or elsewhere, such as a datacenter. The service dispatcher is also included in MULTi's escalation process and being alerted by their PSA or ticketing solution, should service requests risk missing SLA. Service dispatchers utilize MULTi's chosen software management tools, processes, and procedures to manage dispatch functions during technical service delivery
Duties and Responsibilities:
Day to day service dispatch processes include:
- Manage Scheduling of all Technical Resources
- Coordinate and manage scheduling of all technical resources, including service desk, NOC and onsite or field service personnel
- Ensure that all technical resources are effectively utilised to maximize efficiencies and productivity
- Manage workload among service delivery technical staff to ensure appropriate and effective distribution and load-balancing of services to meet SLA
- Fulfil Single Point of Contact (SPOC) role for all service delivery technical staff for communication, status reporting and support, whether service is delivered via remote or onsite support or conducted at the provider's location or elsewhere
- Manage and maintain consistent, regular communications with service delivery technical staff with special attention paid to onsite and field-dispatched resources to obtain status as it pertains to existing scheduled service completion time and its effect on follow-on onsite service appointments
- Set and re-set onsite client expectations regarding onsite and field-dispatched resource arrival time based on ongoing status updates from the field and reschedule onsite service with clients as needed based upon priority and resource availability
- Continuously Monitor General Service Board to Identify New Requests
- Identify new service requests
- Contact requestors for lacking, needed information to properly log/document requests
- Classify new service requests based on device, application or service issue and degradation level along with impact - entire organization, department or business unit, single user, etc.
- Priorities new service requests based upon SLA
- Assign new service requests to appropriate queues or individual resources
- Continuously Monitor Individual Service Boards or Queues to Manage SLAs
- Identify service requests at risk of missing their SLA
- Re-assign and/or re-prioritize service requests to other queues or individual resources to meet SLAs
- Continuously Manage and Conduct Consistent Communications to Keep All Parties Affected by Incidents Related to Service Requests Apprised of Status
- Ensure technical service staff maintain consistent incident management activity logging/documenting in PSA/trouble ticketing solution and deliver timely status updates and communication with affected parties per provider's policies
- Manage reporting for effective service delivery performance
- Collate data and information to provide performance reporting on service delivery resource utilization, incident management performance, scheduling, adherence to SLA, client satisfaction and profitability
- Staff in own area (managers, subordinates, colleagues) - 45%
- Staff outside own area - 15%
- Customers - 30%
- Regulatory Government agencies - 0%
- Vendors / Suppliers - 10%
- Perform all other duties as reasonably assigned
Education and Experience:
- Matriculation (compulsory)
- Minimum 2 years' experience in IT Service / Dispatching sector essential
- Reliable Transport (compulsory)
- MCSE or equivalent diploma (Advantage) MCP (advantageous)
- A+ and N+ (Advantageous)
- Basic of between - R15 000.00 and R25 000.00
- Quarterly KPI Bonus
- Medical Aid
