JOB SEEKERS
EMPLOYERS
JOBS QUICK-SEARCH
.net
.net developer
a+
abap
account manager
accountant
admin
administrator
analyst
architect
bookkeeper
business analyst
business intelligence
c#
call centre
ccna
cisco
cloud
cobol
consultant
delphi
desktop
desktop support
developer
engineer
finance
graduate
graduates
helpdesk
internship
it manager
it support
it technician
java
java developer
junior developer
legal
linux
manager
marketing
mcse
network
network administrator
oracle
personal assistant
php
php developer
programmer
project
project administrator
project manager
receptionist
sales
sap
secretary
security
sql
support
technical support
technician
test analyst
tester
web developer
NEWSLETTER
FOLLOW US
Supervisor - NOC and ITsupport
Job Ref
277452
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added
19 Jan 2018
Expiry Date 5 Mar 2018
Expiry Date 5 Mar 2018
* There have been 10 applications to this job.
* This job has been viewed 3292 times.
Employer:
TriTec Talent
Location:
South Africa
Salary:
Negotiable
Benefits:
Role details:
- - - - - - - - - - - - - -
Role DescriptionTo support, guide, mentor, develop and manage the Service Desk and NOC teams to ensure that Vumateldelivers exceptional results-driven service to clients by continuously reviewing and improvingclient interactions and optimizing systems and team efficiencies This role would suit a servicedelivery focused individual.
Skills and Experience
Manage a team of agents supporting all FTTHAssist NOC Agents with technical investigation and fault finding (Layer 1, 2 and 3)EMPLOYEE NAME & SURNAME:Responsible for reporting and metrics to senior management in IT, Business Unit and Trade ClientContact Centers.JOB TITLE: NOC Shift SupervisorMANAGEMENT RESPONSIBILITIESLiaise with contractors, layer 2 support and support teams to ensure that task allocation,investigation and resolution of issues is handled efficiently.Monitor ticket trends to identify possible Network Incidents or equipment failures. Ensure that theyare investigated and localised immediately. Track and handle network incidents until resolution.Assist in Route Cause Analysis investigations after the incident.Manage the telephony metrics of the NOC(90% of calls answered in 30 seconds, abandonment rate lessthan 1%)Worked directly with clients to resolve major incidents, outages and ongoing problems that impactedSLAs.To support, guide, mentor, develop and manage the Service Desk and NOC teams to ensure that thecompany delivers exceptional results-driven service to clients by continuously reviewing andimproving client interactions and optimizing systems and team efficiencies This role would suit aservice delivery focused individual.Allocation and assignment of tasks in the NOC and ensure that all agents are understand their dutiesclearly.Accountable for the ticket resolution process, ensuring that each step of the process is managedwithin SLA.Maintain a leadership position within the teamEnsure synergy and co-operation between the various teamsPerformance management of staff by introducing reward and recognition programsMotivate, equip, train and manage team successImplement quality assurance methodoligies in the team by utilizing the PABX/Voice recording systemsLive and Breathe the Culture