Position: Technical Service Centre Manager

Reporting to: Operations Executive

Division: ATIO Interactive division

Role: Manage and lead the Technical Service Centre and take overall responsibility for Incident and Service Request handling on the Service Centre. To manage all the processes and activities, making sure that customer SLA are effectively delivered on, being the initial escalation point for the TSC and manage the generation of regular, routine customer reports. Develop the Service Centre 1st and 2nd line problem resolution processes and remote delivery capability.

Position: Service Centre Agent

Reporting to: Technical Service Centre Manager

Division: ATIO Interactive division

Role: Answer in-coming customer communication, calls, SMS and email, and logging these incidents on CRM. Allocate the incident to the appropriate person as per the processes. Follow up on all outstanding incidents. Escalate as per the process. Provide first step in problem resolution by following Problem Resolution Knowledge Trees. Follow third party repair process.

Position: Technical Delivery Director

Reporting to: Operations Executive

Division: ATIO Interactive division

Role: To lead and manage the service delivery teams that deliver services to all the Unified Networks and IT Services customers making sure that Customer Satisfaction levels are raised and kept high. Manage the Technical Delivery Managers in this Delivery Unit and make sure that there are adequately trained resources to maintain service levels. Manage the delivery of services as per the processes that are approved for the Interactive Operations Team. Assist the Operations Executive in improving the processes, quality, efficiency and cost effectiveness of the services.

Position: Service Centre System Engineer

Reporting to: Technical Service Centre Manager

Division: ATIO Interactive division

Role: Provide first remote incident resolution. Monitor the remotely monitored systems and address alerts when they are triggered. Answer in-coming customer communication, calls, SMS and email, and logging these incidents on CRM. Escalate as per the process.