ICT Service Relationship Consultant – 6 Month Contract – Westrand

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Job Description

Duties & Responsibilities

Fast moving industry with constantly changing business requirements and technologies
Fluid complexities of customer expectations and demands
Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
Highly dynamic and fluctuating Telecommunications and ISP industry
Customer Satisfaction and Relationship Management

Establish and build relationships with all relevant client contacts and internal stakeholders
Align service delivery to client requirements through a formalised and structured approach
Ensure accurate Incident closure (incident reporting and RCAs) within defined SLA requirements
Virtual Service management – identification and tracking to closure root causes for non- SLA compliant incidents
Ensure communication to client on impacting incident progress.

Query and service request management

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)
Ensure customer engagement agreement and documented for Business continuity purposes
Manage all non-billing impacting changes – technology, configuration changes, additional IP addresses, telephone numbers etc.
Manage billing impacting changes – upgrades/downgrades, site moves/migrations, terminations, renewals
Manage operational governance with client, including governance contacts,
Quality Standards

Monitor and control the daily processing of administrative documentation as per processes, policies and systems defined
Ensure compliance on all operational processes
Control and monitor individual queue to ensure that requests/ queries effectively and timeously executed
Identify system and process inefficiencies, make recommendations for improvement, as required.

Desired Experience & Qualification

Minimum 3-year tertiary Degree / Diploma
ITIL foundation certificate /EXPERIENCE
ICT Project management experience
Minimum 3 years Service Management Experience
Minimum 5 years in MOBILE / Telecommunication industry, enterprise based and Fixed line opco
Network and Product training

Package & Remuneration

Salary: R176.00 per hour
Contract: 6 months

For more information contact-http://www.quest.co.za/