Technical Dispatch Operator – 12 Months Contract Technical Assistant – VFS (Bellville) Technical Assistant – Microwave (NMG) Fault Management Solutions Architect: Managed Services Senior Governance Specialist – Midrand Partner And Alliance Lead – 12 Months Contract Operations Manager – Fault Management (NOC Environment) Mainframe Storage Graduate Management Accountant First Line Support Executive Head Of Department: Finance Operations (6 Months – Temp Cover)

ROLE PURPOSE

Our client requires technical dispatch operator to work within a fault management environment, providing a task and coordination management service.  

ROLE AND RESPONSIBILITIES:  
A Dispatch Operator is responsible for the following:  

Managing Task and Network Management Elements.
Attending to emails and telephone calls, reporting of escalations and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment.
Identify high level (Service Impacting) task/elements, coordinate and manage until resolved.
Manage, track & update open tasks/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical personnel).
Report and or escalate any anomalies to standard operations process

KEY PERFORMANCE INDICATORS:  
The operations must review the following: 

Build relationships – Work collaboratively with others, inside and outside Supplier, and at multiple levels within the organization. Meet commitments and build trust. Develop positive working relationships.
Maintain Infrastructure Availability – Identify and resolve malfunctions that are negatively impacting services.
Learn Troubleshooting – Initiate troubleshooting sessions that involve cross functional teams.
Contribute to knowledge base – Document new knowledge gained from experience to the central database for use by teams

QUALIFICATIONS & EXPERIENCE

Matric/NQF Level 4 (Essential)
Diploma or certification in any of the following disciplines: Information Technology/ Computer Science / Information Systems (Advantageous)
Knowledge of incident management 
Knowledge of task Management 
Basic understanding of Networks fundamentals 
Experience working with call handling helpdesk environment
Experience working with Remedy fault management system
(Advantageous) 
ITIL Foundation certification (Advantageous)
IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)

LEADERSHIP COMPETENCY REQUIREMENT

Analytical  
The ability to work in a team and to be proactive around self-learning 
The ability to work under pressure and to tight deadlines 
Willingness to assist with additional tasks given to the team  
Interpersonal skills  
Good judgment skills  
Good communication skills  
Behavioural Traits such as attitude, motivation, and time management 

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