- Logging of all service outages or interruptions.
- Follow up on the status of any logged and escalated outages.
- Managing, maintaining, and ensuring the accuracy of the Monitoring Systems
- Generate reports that track service availability and performance of all managed and monitored systems and services.
- Keep customer and management informed on status updates on issues, complaints and escalations, and document these actions on tickets.
- Follows and implements service delivery processes and procedures
- Updates process and procedure documentation as needed
- To develop a good all-round understanding of systems and networks.
- Stay informed of customer support processes
- Maintains and expands customer relationships through:
- Excellent verbal and written communication skills
- Understanding how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment.
The successful candidate must have the following experience/skills and competencies:
- The ideal candidate will have the ability to learn quickly in a fast-past environment
- The ideal candidate will enjoy working with customers and helping them resolve their queries.
- Relevant training will be provided
- The ideal candidate will have:
- Computer knowledge with ability to operate keyboard for data entry.
- Microsoft Office proficiency
- Familiarity with the fundamental principles of a SLA
- Attention to detail when creating & updating tickets in a ticketing system and in composing,keying, and proofing professional business materials
- Friendly presence and helpful attitude while on the phone with customers or among team members
- Be professional and have a sense of urgency.
- Understands the importance of regular follow up and status updates to customer and management on issues, complaints and escalations, and documents these actions in tickets.
- Experience in working from a ticketing system as part of a larger team will be beneficial
- Have proven troubleshooting methodology and a desire to solve challenges
- Will be organized and dependable
- Technical acumen. Able to learn about computer and Internet networking and related concepts. - Valid drivers license and own transport essential
Qualifications: - Grade 12 is required
- A relevant tertiary diploma or degree will be beneficial
Applications to be sent to:If interested and you meet all requirements, please apply by submitting your CV with contactable references.
PLEASE NOTE:
- Preference will be given to suitable Previously Disadvantaged Individual candidates, in line with Herotel's Employment Equity Plan.
- Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
- Please refer to our Privacy Policy n our website for further information on how we process personal information.
- If you do not hear from us within 14 days, please consider your application unsuccessful.
-
Network Monitoring Agent
1 week ago
Herotel Stellenbosch, South AfricaApplications are invited for the **Network Monitoring Agent** position. This is an on-site position, to be based in Stellenbosch. · **PURPOSE OF THE ROLE**:The role will be responsible for monitoring the network National Monitoring Systems to detect any hardware issues on the net ...
-
Early Warning Monitoring Agent
3 weeks ago
Fusion Recruitment Cape Town, South Africa**Minimum education required**: · **Matric** · **Minimum experience required**: · **2 - 3 experience in a Logistics / Client Support Services environment** · **Duties and Requirements includes but is not limited to the following**: · **Vehicle and EVR Updates** · *** · - **Fleet ...
-
Front Office Manager
3 weeks ago
HotelJobs Stellenbosch, Western Cape, South AfricaA luxurious 5* establishment located in the beauty of Stellenbosch is looking for a Front Office Manager to oversee the daily operations of the front office of the establishment and ensure that staff perform their duties in an appropriate manner · **DUTIES** · - Ensure the front ...
-
Logistics Coordinator
4 weeks ago
Frank Consult Stellenbosch, Western Cape, South AfricaThey are looking for a Logistics Coordinator in their Additive Import division. · **Responsibilities**: · - Administrative management of import contracts. · - Coordination between supplier contracts and clearance agents. · - Monitoring of shipments. · - Cost management of imports ...
-
International Sales
3 weeks ago
Exceed Hr Stellenbosch, South Africa**Reference**: 7928 CDS · **Consultant**:Carina de Swardt · - **Sales**: · - Drive a collaborative process with Brand executive team to development a strategic roadmap for the brand's international growth · - Take ownership and responsibility for execution of the strategy · - Dev ...
-
Imports Shipping Manager
1 week ago
Heineken Stellenbosch, Western Cape, South Africa**We Go Places How about you?** · Immediate Superior: Janke Thorpe · Location: Stellenbosch · Function: Supply Chain · Sub Function: Customer Service & Logistics · Type of Contract: Permanent · Reference Number: 106227 · Closing Date: 29/03/2024 · Purpose of the position: · To en ...
-
Call Centre Manager
2 weeks ago
Koeglenberg Attorneys Stellenbosch, South AfricaManage the overall operations of the call centre, driving processes and procedures to ensure a high level of performance and achieving the identified collection targets. · **Key responsibilities**: · Call centre operational management · Ensure the efficient and effective manageme ...
-
Operations & Customer Service Executive
1 week ago
Helderberg Personnel Stellenbosch, Western Cape, South Africa**The Role & Key Responsibilities**: Action all booking confirmations and amendments including hotel, transfer and flight requests · - Check and send confirmation booking invoices to agents and direct clients · - Liaising with overseas Ground Handlers regarding any pre and post q ...
-
IT Support Administrator
2 weeks ago
ProRecruit Stellenbosch, Western Cape, South AfricaOur client, a property market Leader in South Africa, are currently looking for an IT Support Administrator who can start as soon as possible, or immediately at their offices in Stellenbosch. · **Job Purpose**: · This position will report to the IT Manager and work closely with D ...
-
Commercial Coordinator
1 week ago
Cresco Consulting Stellenbosch, South Africa**Job Purpose**: · **Responsibilities**: · 1. Coordinate customer orders · 1.1 Compile pre-seasonal supply plan as provided by Commercial Manager. · 1.2 Compile sales business plan for each customer as provided by Commercial Manager. · 1.3 Compile price offers and send to targete ...
-
Wine Sales Manager
1 week ago
HotelJobs Stellenbosch, Western Cape, South AfricaAn Estate is looking for a Wine Sales Manager who will be responsible for all sales management and brand development of the Estate wine business in all local and international markets. · **Responsibilities**: · - ** SALES MANAGEMENT** · - Developing and managing a sales plan and ...
-
Database Administrator
3 weeks ago
The Burgiss Group Stellenbosch, South Africa**About the Burgiss Group**: · Burgiss is a global, market-leading provider of data and analytics solutions for investors. With over 30 years of expertise in alternative investments, we offer unrivaled data, analytics, and transparency that enable asset owners, asset managers, an ...
-
Duty Manager X 3
2 weeks ago
IntelliStaff Stellenbosch, South Africa**Area**: Franchoek, Cape Town · **Guest Related** · - Planning of the Guest Journey · - Dealing with and or escalate Guest challenges/complaints · - Monitoring of guest feedback received on check-out and digital platforms · - Make contact with guests during their stay for update ...
-
System Administrator
3 weeks ago
Stellenbosch University Stellenbosch, South AfricaDuties/Pligte · **Workstation management**: · - Configuration and administration of the antivirus management console; · - Creating and maintaining a staging environment where antivirus configuration and policies be tested before deployment to production; · - Ensuring that the ant ...
-
Logistics & Supply Chain Fmcg
1 week ago
SMC Brands SA Stellenbosch, South AfricaReporting To **:Operations Director** · **Key Area of Responsibility**: · The primary responsibilities identified in this position is the management of the Logistics and Supply Chain functions for the group. This includes the smooth operation of the Supply Chain in terms of Inven ...
-
Logistics Coordinator
2 weeks ago
Merand Corbett & Associates Stellenbosch, South AfricaWestern Cape, Stellenbosch · **ESSENTIAL**: · **Thorough knowledge and experience as Logistics Coordinator in the Asian and Far East markets.** · Logistics Operations · - Monitor packing and intakes of stock between packhouse and depot · - Assist with truck offloading in port if ...
-
Logistics & Supply Chain Controller
3 weeks ago
Recruit4success Stellenbosch, South AfricaNewly created role due to growth available for a seasoned Logistics and Supply Chain Controller wanting to be hands-on involved in the daily operations of a busy distribution office in Stellenbosch whilst working with their other offices in Lesotho, Botswana, Namibia and Eswatini ...
-
Helderberg Personnel Stellenbosch, South AfricaMy client, based in Stellenbosch is seeking to employ an · **Airfreight Commercial and Procurement Manager**. · agriculture|airfreight commercial and proc|business management|management|marketing · **Job Purpose**: · The role entails sourcing and marketing airfreight products to ...
-
Systems Implementer
2 weeks ago
Hungry Lion Fast Foods (Pty) Ltd Stellenbosch, South Africa**WHO WE ARE** · Operating in multiple African countries, with over 260 quick-service restaurants (QSR) and plans to double that within the next 3 years, Hungry Lion strives to provide high-quality products at affordable prices in a modern fast-food environment. · We are a young, ...
-
Quantity Surveyor
3 days ago
Constructrecruit Stellenbosch, Western Cape, South AfricaOur client requires a site based Quantity Surveyor for projects in and around Stellenbosch , should have a minimum of 3 to 7 years experience with a building contractor . · Responsibilities · Manage all quantity surveying functions on site reporting to senior quanity surveyor. · ...
Network Monitoring Agent - Stellenbosch, South Africa - Herotel
Description
Applications are invited for the Network Monitoring Agent position. This is an on-site position, to be based in Stellenbosch.
PURPOSE OF THE ROLE: The role will be responsible for monitoring the network National Monitoring Systems to detect any hardware issues on the network. As the first eyes on events that occur on the network, the Monitoring Agent responds to alerts from the National Monitoring Systems. While providing the highest level of customer service, the Monitoring Agent, communicates the alerted information via the appropriate channels and communicates feedback of the alerts accordingly. Following an escalations matrix, the Monitoring Agent, will escalate alerts accordingly, until resolved.
Key Performance Areas would include, but are not limited to: