Associate Service Coordinator (Hybrid)

Sybrin is a leading IT software development company specialising in innovative solutions tailored to meet the evolving needs of businesses across various sectors. Our mission is to empower businesses with cutting-edge technology solutions that drive efficiency, enhance customer experiences, and facilitate growth.

-Matric

-Minimum 2 - 3 years’ experience in IS Service Management

-Courses / Diplomas in IS Service Management (ITIL, COBIT, ISO9001)

Service Level Management

-Demonstrate understanding of SLA contracts and responsibilities in place with customers.

-Take accountability and act with urgency in resolving issues within SLA timeframes.

-Follow escalation procedures where allocated support teams cannot resolve issues.

-Proactively manage SLAs, keeping technical teams informed of tickets approaching breach.

-Investigate and report on SLA breaches to establish root causes and corrective actions.

-Conduct SLA reporting and present SLA data to customers during service review meetings. 

-Effectively take minutes and track and manage outcomes.

Change Management

-Document and management of changes under the guidance of senior team members.

-Understand the reasoning behind change requests and their impact.

-Ensure profitability of changes within the coordinator’s scope.

-Follow invoicing and recognition guidelines and be accountable for change finances.

-Apply change management principles and guidelines.

-Ensure CAB compliance for effective change management.

-Ensure timesheets compliance and accuracy on changes.

Incident Management

-Coordinate with internal stakeholders, customers, vendors, and business units to resolve incidents.

-Manage non-complex feedback and incident reports, ensuring accurate categorization.

-Seek guidance on suspected major incidents to ensure proper escalation within a timely manner

-Identify recurring issues and coordinate corrective measures to prevent re-occurrence.

-Manage the first line of customer escalations, ensuring effective traction and updates.

-Audit incident closure codes on the IMS and hold team members accountable for accurate documentation.

Customer Service Support

-Act as a primary contact point for customer support follow-up and logging of requests.

-Hold Sybrin Helpdesk accountable and validate procedures and best practices.

-Provide timely responses and allocate unresolved issues appropriately.

-Manage SLA, change, and service-related meetings with customers.

-Drive and document Voice of Customer (VoC) discussions and actions.

-Track and report on CSAT, NPS, and VoC outcomes, ensuring corrective follow-up.

-Support the creation and maintenance of customer-facing documentation.

High Priority / Severity Management

-Coordinate investigation and resolution of high severity issues.

-Follow Sybrin best practices for priority incident handling.

-Draft, review, and submit Root Cause Analysis (RCA) documents in business-friendly terms.

-Maintain communication with stakeholders during incidents as per policy guidelines.

-Implement and track preventative measures for critical clients.

-Identify and propose operational improvements within Service Delivery.

-MS Office 365 (Word, Excel, Powerpoint).

-Document writing skills (often write up CRs and Processes).

-Presentation skills / PowerPoint.

-ITIL framework. SNOW / JIRA incident management systems.

-Planning & Organizing

-Problem Solving

-Flexibility

-Interpersonal Relations

-Accountability & Dependability

-Time Management

-Development and Continual Learning

-Attention to Detail

-Self-Starting / takes Initiative.

-Customer Service / engagement / Management

-Patience

-Empathy.

-Organizing skills.

Prioritization skills

-Analytical thinking skills

-Willing to support and be available 24/6.

-Working knowledge of the principles in ISO 9001:2015 (Quality Management System), ISO/IEC 27001:2022 (Information security, cybersecurity, and privacy management System), ISO/IEC 27701:2019 (Privacy Information Management System), POPIA, GDPR