SLA Administrator (Midrand) at Mustek Limited

Job Purpose:

• To ensure that Onsite SLA's with clients are met and that small projects get implemented, prepare SLA reports for SLA meetings and manage stock levels of Subcontractors.

Responsibilities:

• Customer Satisfaction
• Ensure all newly created tickets get re-assigned nationally within 20 minutes from receiving tock.
• Ensure all open tickets get updated on the CMBD every 2nd business day.
• Communicate with clients telephonically where needed
• E-mail all daily reports to clients daily
• Ensure all open tickets get resolved within the required SLA as communicated from time to time
• Prepare open and resolved reports for Eskom as required
• Attend Eskom SLA meetings biweekly.
• Ensure all defective equipment gets collected from service provides within 1 business day from request

Housekeeping

• Keep work areas always clean

OHS and ISO

• Ensure compliance with environmental, OHS and safety, including quality standards set forth by the Company and PPE regulations
• Comply to all quality, information security, legislative and company policy requirements.

Shrinkage

• Have no contactor stock outstanding for more than 30days as per statements from accounts

Qualification and Education:

• Matric
• CompTIA A+ (will be of an advantage)
• ITIL foundation (will be of an advantage)
• 2 years SLA experience
• Microsoft Word and Excel

Skills and Knowledge:

• Good knowledge of general administrative and internal processes
• Customer service knowledge
• Good verbal and written communication skills
• Communication skills, with excellent telephone manner and e-mail etiquette
• Basic computer literacy especially in Microsoft applications skills