Main job function
Ticket Lifecycle & SLA Management
• Triage
• Dispatch / scheduling
• Closing tickets
• MSA & tickets scope control: Agreement vs Billable
• Quote and billing for work not covered by Agreement
• Manage client expectations & client satisfaction
• Identify need for and coordinating escalations
• Procure required products
Review & Approve Time Sheet & Expense Sheets for technical team
Service Reporting (RSV/SBR) – Managing production and delivery for client service-delivery related status reports, feeding into Client IT Scorecards, Roadmap, Budget
Service delivery process documentation
Client engagement, client experience, & client satisfaction
Optimize resource scheduling for efficiency and revenue production
Review team production capacity & utilization reports with Service Manager
Review & manage service Agreement utilization & profitability
New Technical Team member onboarding
Manage major Incident Reporting workflows
Manage Agreements (Connectwise PSA software) – create, update, remove, maintain MSA reconciliation & billing SOPs
Qualifications
Comptia A+
Comptia N+
ITIL foundation (Or similar foundational certification)
Criteria
5 Years of experience in a service coordinator role
Ability to work remotely
Ability to work US hours
Remuneration: R30’000 – R40’000
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
To apply for this job email your details to robynk@armstrongappointments.com