Service Relationship Supervisor (ICT) ITIL
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.