Technical Dispatch Operator

3 weeks ago


Bellville, South Africa Nexio Full time

**OVERVIEW**

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.
- 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 & Education Requirements**
- Matric/NQF Level 4 (Essential)
- Diploma or certification in any of the following disciplines: Information Technology/ Computer Science Information Systems (Advantageous)

**Experience Required**
- 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)

**Knowledge and Skills Required**
- 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

**Special Requirements**
- Most important, be prepared to perform in a 24/7 environment, shift work, standby and overtime
- Must be prepared to work outside of “working hours”.
- Must be able to report to different reporting lines simultaneously.


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