MAIN FUNCTIONS OF THE JOB
Ticket Management : The BMS service coordinator will also analyse tickets and report on task performance indicators like ticket closure rate, mean time to close and ticket conversion rate.
Feedback Collection & Reporting : After ticket resolution, the BMS service coordinator will gather feedback from both internal teams and external clients. This feedback will then be compiled into detailed reports for management, helping identify key performance trends and areas for improvement. The BMS service coordinator will also collate the feedback and update the response field prior to ticket closure.
Purchase Order Processing : The BMS service coordinator will manage the loading and tracking of purchase orders within the department. They will work closely with procurement and finance teams to ensure timely delivery of goods and services while keeping the team informed of the status of each order.
User Management in Enterprise Communication System : The BMS service coordinator will handle the addition, removal, and updating of users in the enterprise communication system. This ensures that system access is managed securely and efficiently, with proper permissions for all users.
Administrative Support : In this function, the BMS service coordinator will provide general administrative assistance to the BMS department, including document preparation, meeting coordination, and liaison with other departments. This keeps operations running smoothly and minimises administrative burdens on the technical team. The BMS service coordinator will attend technical and operational meetings to take detailed minutes. These minutes will capture essential decisions, action items, and follow-up tasks to ensure everyone remains aligned with the department's objectives. Effective information collection and storage is an information management system requirement and as such will require auditing by the service coordinator.
SKILLS REQUIREMENT
Organisational Skills : The candidate must have strong organisational abilities to manage multiple tasks such as ticket distribution, report preparation, and purchase order tracking. Effective organisation ensures the smooth handling of various administrative and operational tasks.
Communication Skills : Excellent verbal and written communication is essential for interacting with team members, external stakeholders, and management. The BMS service coordinator will need to take accurate meeting minutes, compile clear feedback reports, and provide updates to the team.
Proficiency in English : The candidate must have strong proficiency in both written and spoken English. This is essential for clear communication when drafting reports, taking meeting minutes, managing ticket responses, and interacting with internal teams and external stakeholders. Strong English skills will ensure that all communications are professional, accurate, and easily understood
Attention to Detail : High attention to detail is required to ensure accuracy in tasks like managing tickets, updating users in the communication system, and processing purchase orders. This skill prevents errors and ensures data integrity across all administrative functions.
Time Management : The ability to prioritise tasks and manage time effectively is crucial. The BMS service coordinator will be responsible for balancing multiple priorities, such as ticket resolution follow-ups, report deadlines, and meeting preparations.
Problem-Solving Skills : The candidate should be able to think critically and resolve issues that may arise, such as handling ticket escalations or troubleshooting delays in procurement processes. Strong problem-solving skills ensure that challenges are managed proactively and effectively.
Data Management Skills : The ability to manage and interpret data, such as ticket metrics and feedback, is important for generating reports and providing insights to the team. The candidate should be comfortable with data entry, data tracking, and basic analysis.
Collaboration and Teamwork : The BMS service coordinator will work closely with various teams, including technical, procurement, and management. Good collaboration and teamwork skills are necessary to ensure smooth workflows and effective communication.
Proficiency in Microsoft Office Suite : Proficiency in programs like Word, Excel, and PowerPoint is essential for document creation, data analysis, and report generation. Familiarity with these tools will help streamline administrative duties.
Customer Service Orientation : A customer-focused mindset is necessary for handling external feedback and ensuring high-quality responses to tickets. This skill will help maintain good relationships with internal stakeholders and external clients.
QUALIFICATIONS AND EXPERIENCE
- Grade 12 Certificate -Required
- Administrative experience – 2 years in an environment that utilises a ticketing system.
- Experience in a technical industry preferred
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