We are intently focused on the advances in technology that will best serve the core business requirements of our clients. Our objective is to enable medium to large enterprises to offer future focused services and end-to-end technology driven solutions in Africa, and beyond.
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Ensure that contracted customer Service Level Agreements are met (resolved)
To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
To ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)
Ensure that calls are checked and updated with the latest updates until call closure
To ensure a minimum of 98% customer satisfaction feedback rating monthly with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
Basic AD user account Administration (Account lockouts, OU Memberships)
To Backup Engineers for customers and support staff
To assist with Smart Hands Onsite when required
3G and APN configuration
Printer support and maintenance
Manage requests/call logged to Vendors and 3rd Parties
To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.
To ensure adherence to all Altron Bytes SI processes, policies, and procedures as per prescribed compliance
To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.
Education
Advanced Certificate: Information Technology (Required)
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