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Supervisor - NOC and ITsupport

Job Ref
277452
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 19 Jan 2018
Expiry Date 5 Mar 2018
* There have been 9 applications to this job.
* This job has been viewed 1289 times.
Employer:
EOH Recruitment Solutions

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
To support, guide, mentor,develop and manage the Service Desk and NOC teams to ensure that Vumatel delivers exceptionalresults-driven service to clients by continuously reviewing and improving client interactions andoptimizing systems and team efficiencies This role would suit a service delivery focusedindividual.
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Role Description
To 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



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