Service Coordinator

PURPOSE: The purpose of the role is to assign and coordinate the resolution of incidents to/by appropriate 2nd and 3rd line support staff.
FORMAL EDUCATION: Grade 12 Diploma in IT EXPERIENCE: Minimum 2 years' experience in a client contact centre role   TECHNICAL / LEGAL CERTIFICATION ITIL v3 Foundation Certification A+ and N+ Certification ITIL 4 Certification   RESPONSIBILITIES: Must be able to work shifts/standby according to client requirements.
Must be willing or able to work weekends and after hours when required.
Manage escalations and know the escalation process.
FINANCIAL PERSPECTIVE: Utilisation: Maintain acceptable time capturing Operational Costs: Management of telephone costs and recovery   CUSTOMER PERSPECTIVE: SLA Achievement: Manage overall assignment efficiency in the within the set target Manage overall SLA breaches within the set target Manage overall reopen incidents within the set target Manage overall total outstanding incidents within the set target Manage overall outstanding incidents older than 30 days within the set target Manage overall in pending incidents within the set target Manage overall incidents not updated within the set target Maintain SLA target Monitoring incidents/activities: Receive feedback from relevant stakeholders in terms of monitoring activities INTERNAL PERSPECTIVE: SIP Enhancement: Identify and record suggested service improvement Process compliance: Be compliant with regards to the required processes and policies Time management:  Maintain an acceptable time keeping record Service improvement: Ensure continuous improvement on service delivery LEARNING AND GROWTH PERSPECTIVE: Talent database:  Ensure CV updated and remains current on target management system Execute personal development plan (PDP): Participate in activities as described in personal development plan Knowledge sharing:  Participate in opportunities for knowledge sharing within the team and relevant communities of practice (COP's) Employment Type Polokwane x1- Permanent Bloemfontein x1- Contractor