IT Client Service Coordinator

  • Block B, 1st Floor, Phoenix Central Limited, Pont Fer, Phoenix, Mauritius
  • Full-time

Company Description

As the pioneer of the cloud computing and IT solutions, we are present in Mauritius since 2004. Being in full expansion, we accompany our clients towards their digital transformation. Fluent in innovative technologies, we work with a team of passionate people and always breath in our core values.

Job Description

The IT Client Service Coordinator will be the trusted partner to maintain a healthy customer relationship by ensuring service governance and contractual engagements in line with the organization strategy.

Key responsibilities:

  • Organizational management of projects concerning change requests (minor or standard) on platforms: interface with technical teams
  • Drafting of all documentation related to its activity and contribution to the updating of documents and tools shared by the entire department
  • Preparation of customer governance bodies (strategic committee, architecture committee, steering committee, operational committee) 
  • Control of technical performance in order to anticipate saturation (bandwidth, capacity, service availability, response time of machines 
  • Technical advice to clients regarding the changes to be planned (on its own initiative or at the client's request as appropriate) 
  • Estimated workload and organization to be forecast on the account according to the level of service subscribed 
  • Definition, implementation and monitoring of the entire service agreement linked to the account to be managed (expected deliverables, account monitoring bodies, customer and internal indicators) .

Qualifications

Diploma in IT would be an advantage or at least 1 year in the IT sector or project management  

Additional Information

nowledge & Skills

  • Apprehension of technological/web environment as well as physical and virtual IT infrastructures:
  • Knowledge in the following fields would be an advantage: 
    • Firewall / Antivirus 
    • Servers 
    • Network 
    • Operating Systems
  • A knowledge of different types of service contracts (SLA, KPI, contractual documents) 
  • Microsoft Office tools (MS Excel, Pivot Tables, MS PowerPoint) 
  • Principles of project management and ITIL 
  • Good written and spoken English and French 
  • Understand the clients' expectations 
  • Excellent communication skills (Active listening, accuracy & clarity, diplomacy)
  • Autonomy, rigor, sense of service 
  • Team Spirit 
  • Good methodology   
  • Organizational skills and analytical aptitude
  • Stress management 

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