teraco.co.za Service Delivery Agent : Teraco Data Environments

Company Name : Teraco Data Environments (Pty) Ltd
Job Title : Service Delivery Agent
Department : Service
Location : Isando

Website : https://www.teraco.co.za/
Notification : https://www.southafricain.com/uploads/2457-ServiceDeliveryAgent.pdf

Service Delivery Agent :

Main purpose of the Job :
** 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.

Related : Council for Scientific and Industrial Research Cyber security Systems Engineer : www.southafricain.com/2078.html

** Monitor and attend to all tickets related to the Service Delivery Role.

Objectives :
1. Main Function of the Job
Administrative responsibilities :
** Adhere to company policies, procedures and processes
** Accurate recording and data capture of queries, resolution and follow-up
** Accept and lock tickets in the agreed queues in the expected turnaround times

** To process and update tickets in expected turnaround times
** Process access and support tickets correctly to eliminate SLA breaches and/or client incidents
** Potential ticket escalation to other divisions of the business or technical
** Monitor ticket queues and ticket closure
** Reports

Client Service :
** Optimise client satisfaction
** Communicate suggestions & comments and feedback to management
** Confirm and update access permission roles in CRM (update database)

2. Skill Requirements :
** 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
** Responsible for continued learning and self-development
** All activities performed on time
** Ability to write reports, business correspondence, and procedures

3. Qualifications and Experience :
** Matric
** 2 years relevant working experience
** Microsoft Office skills

Objectives :
1. Main Function of the Job
Compliance :
** Maintain compliance with all relative policies and procedures
Incidents :
** Conduct working methods to ensure zero client incidents

Installations :
** Conduct working methods to ensure all SLA times are achieved
Behavioral :
** Achieve bench mark target as per peer and management reviews
Data Centre Ethics :
** Ensure compliance is maintained incorporating industry best practices

2. Key Performance Areas :
** Must be pro-active, helpful, able to use initiative and must be willing to work extended hours
** Must be willing to travel
** All activities performed on time

3. Skill Requirements :
** Good communication skills
** Active listening – ability to understand requirements
** Proactive problem solver
** Ability to work independently & a positive team player
** Self-motivated
** Conducts self professionally, exhibits high levels of tolerance and patience
** Responsible for continued learning and self-development

4. Qualification Requirements
** Matric / Senior Certificate
** A+ & N+

5. Experience :
** 3 Years’ Experience including
** Infrastructure Hosting
** Infrastructure Systems
** Utilities
** Structured cabling design and deployments
** All topics related to Data Centre Environments