Service Relationship Supervisor (ICT) ITIL

at Quest Staffing Solutions
Location Ekurhuleni (East Rand), South Africa
Date Posted June 16, 2022
Category Supervisor
Job Type Full-time
Currency ZAR

Description

We're seeking experienced Service Relationship Supervisor (ICT) ITIL - 12 Months Contract - West Rand (Johannesburg) in Managing and maintaining Customer relationships offered in SA Business 2 Business clients.

Duties & Responsibilities

  • To ensure continuity and quality of service to Enterprise Customers for Fixed (ICT) Products and Services.
  • Ensure implementation for mechanism for SLA compliance
  • Customer and service take-on to ensure correct service implementation.
  • Change management communication as per SLA requirements
  • Service business continuity and improvement (both from a customer and core perspective)
  • Initiate root cause analysis assessments and ensure drive implementation of recommended corrective actions.
  • Drive resolution of mobile queries/ requests within client SLAs e.g. performing sim swops, migrations between packages, provisioning lines on an APN, provisioning lines on an APN Management application, device repairs, URL reports, ITB etc.
  • Regular and frequent updates to clients as per standard operating procedures (SOP)
  • Identify and understand customer engagement trends and tailor communications and feedback to suit these preferences
  • Assist clients with trouble shooting on basic technical product and device issues
  • Provide clients with advice to minimise additional tickets and
  • Assist clients with trouble shooting on basic technical product and device issues
  • Provide clients with advice to minimise additional tickets and escalations
  • Highly dynamic and fluctuating Telecommunications and ISP industry

Desired Experience & Qualification

  • Matric
  • IT 3-year Diploma /Degree
  • MUST have Minimum 5 +  years in Telecommunication/ICT industry Business 2 Business experience 
  • MUST have extensive ITIL knowledge and ITIL Foundation Certificate
  • Network and Product training
  • CCNA, CCNP ,  CCSP ,  CCIE written , JNCIA , JNCIS

Package & Remuneration

  • Salary: R176 per hour (non-negotiable)
  • Contract: 12 Months 

Applying Instructions

  • If interested, please apply directly through Pnet or email us directly at jobs@quest.co.za
  • N.B If emailing us directly, remember to insert "Service Relationship Supervisor (ICT) ITIL" in the email subject line, for consideration, and state which area you are applying for.
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