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  • Posted: Sep 27, 2024
    Deadline: Not specified
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    Altron Bytes Systems Integration (Altron BSI) is an end-to-end ICT service provider of consulting, implementation and outsourcing services, which are strategically aligned to fit for purpose, cost effective, and optimised for performance. We have a clear go-to-market in key industries covering: Financial Services; Telecommunications, Media & Entertain...
    Read more about this company

     

    Junior Sales Representative

    Job Description

    Duties & Responsibilities:

    • Engage with new and existing customers
    • Conduct calls to existing and new potential customers 
    • Identify the customers’ needs 
    • Persuade the customer to buy by demonstrating how products or services meet their needs 
    • Inform customer of our products and the process required to apply for the relevant product
    • Provide information about product’s features and prices 
    • Resolve any customer and product related queries
    • Conclude pre-agreement and actual agreement
    • Meet set sales targets

    Experience & Qualification:

    • 3 years minimum experience 
    • Grade 12/Matric qualification
    • Microsoft Office (Excel)
    • Previous Telemarketing/Cellular/Telecommunication sales experience
    • Sales and negotiation skills
    • 50% travelling to clients
    • Strong communication and interpersonal skills
    • Valid Driver’s License
    • Own Vehicle

    go to method of application »

    Sales Representative

    Job Description

    KEY RESPONSIBILITIES:  
    OPCO Sales Management  

    • Financially justify the value of their solutions in sophisticated financial justification models.
    • Manage the ‘power base’ within the ‘Buying Centre’. They are both already accomplished in the fundamental attributes of Solution Selling, which are typically:
    • Well versed in probing skills, able to uncover a Need, Pain or something to be Gained (NPG)
    • They are good listeners who ‘listen to understand’ rather than just ‘listen to respond’
    • They explore the consequence of each alternative, including doing nothing, to establish the ‘explicit’ compelling business need. Having established and quantified the consequences, they provide effective and appropriate solutions to meet this compelling need, or NPG
    • They must have a good grasp of the features, advantages and benefits of their products, services and or solutions, especially the unique selling propositions (USPs’). They can link their solution to the customer’s specific need, pain or gain
    • They produce effective ‘Executive Summaries’, summarising the key salient points of their proposed solutions making it easy for their customers to make a decision in their favor  
    • Customer care, ethics, integrity and delivering against promises are their way of life
    • Demonstrates the above 6 Solution Selling attributes, using them as the foundation, taking their skill to a new level to perform effectively as complex solution salespeople where more than one individual is involved in the decision-making process of these very large deals. 
    • The BDS is political savvy (the essential core competence required in complex selling) enables them to succeed in closing very big deals involving a ‘buying centre’ comprising many individuals, all influencing, recommending and contributing to the decision-making process.
    • Articulate the client’s ‘compelling business need’ and develop a solution that will satisfy the critical elements required by each member of the power base, cost justifying their solutions, managing and justifying to the ‘power base’ from the top down.  They are therefore well versed in differentiating their company and their proposed solution, able to justify at both a business and a technical level, always conscious of protocol and conduct.  They understand the intricacies of the job and the need to maintain a healthy sales pipeline.
    • Lead demand-generating sales activities in the assigned market for the assigned product, service or solution.
    • Maintain an extensive network of internal and external contacts to ensure that the relevant business unit within the OPCO is optimally placed in its understanding of business, economic, political and commercial challenges and opportunities.
    • Coach, support, mentor and challenge subordinates in the application of effective operations practices, provide advice and guidance on complex issues to minimise risk and ensure performance (if applicable)

    CORE RESPONSIBILITIES:

    Sales Management

    • Achievement of the annual revenue/sales target
    • Lead demand-generating sales activities in the assigned market for the assigned product, service or solution.
    • Convert sales opportunities to wins and invoice. Track billing and survey customer satisfaction
    • Source and distribute relevant thought leadership and marketing material to customers.
    • Engage on the Pricing and Decision Support function on the most appropriate solution Pricing Schedules to be applied during bid / proposal / quote development.
    • Collate detail on new business (pipeline, pending and actual new business) and present the progress and successes of performance against the Business Development objectives, targets, as well as against competitive benchmarks.
    • Attract new relationships with new customers by supporting collaborative sales efforts. 
    • Collaborate with the One-Altron group of Companies to leverage opportunities in our chosen industries.
    • Actively drive and follow through on qualified opportunities. Establish ongoing productive and professional relationships with key personnel in assigned new customer accounts; and provide continuous, accurate and consistent feedback to prospective customers.
    • Ensure an in-depth understanding of the business unit strategy, growth plan, value drivers (revenue and profit trends), and risks.
    • Collaborate with executive and senior leadership across Business Units to initiate and integrate the design and development of new solutions to grow the business, or to terminate those that are no longer viable.
    • Build and establish relationships with your customer base and initiate a key account management approach to these customers.
    • Identify and assess market opportunities and new ideas within the OPCO and for collaboration with other business units. 
    • Drive collaboration across industries and service lines, including collaboration, performance, cross and upsell opportunities.
    • Governance, Risk and Business Continuity Management
    • Stay up-to-date of new trends and innovations in operations. 
    • Manage business risk, through continuous internal and external monitoring of business impact, as well as changes in stakeholder needs. 
    • Lead and guide improvement projects that will increase profits or protect against risks in the function. 
    • Establish and maintain the highest ethical standards in operations practices. 
    • External Parties and Relationship Management
    • Oversee relationship with service providers and partners and ensure all the services are delivered properly, evaluate the performance of consultants and report any deviations to the relevant department for any corrective actions. 

    QUALIFICATIONS, EXPERIENCE, & SKILLS:

    Educational Qualifications:

    • Business Management Degree/Diploma or equivalent Technical Diploma in IT, Communication or Transmission 

    Years of Experience:

    • At least 10 years progressive experience with professional services business, including the demonstrated ability to manage, deliver and grow accounts and/or new business.
    • At least 5 years sales experience with a documented successful track record in selling high end services, rich and complex IT solutions in the relevant industry.

    Other requirements:

    • Good Business Acumen 
    • Corporate Governance 
    • Auditing processes 
    • Solution Sales Methodologies 
    • Relevant Industry/Domain knowledge 
    • Entrepreneurial 
    • Assertiveness 
    • Leadership 
    • Attention to detail 
    • Conflict management 
    • Professionalism 
    • Presentation 
    • Entrepreneurial 
    • Customer relationship management 

    go to method of application »

    Sales Representative - Eastern Cape

    Job Description

    KEY RESPONSIBILITIES:  
    OPCO Sales Management  

    • Financially justify the value of their solutions in sophisticated financial justification models.
    • Manage the ‘power base’ within the ‘Buying Centre’. They are both already accomplished in the fundamental attributes of Solution Selling, which are typically:
    • Well versed in probing skills, able to uncover a Need, Pain or something to be Gained (NPG)
    • They are good listeners who ‘listen to understand’ rather than just ‘listen to respond’
    • They explore the consequence of each alternative, including doing nothing, to establish the ‘explicit’ compelling business need. Having established and quantified the consequences, they provide effective and appropriate solutions to meet this compelling need, or NPG
    • They must have a good grasp of the features, advantages and benefits of their products, services and or solutions, especially the unique selling propositions (USPs’). They can link their solution to the customer’s specific need, pain or gain
    • They produce effective ‘Executive Summaries’, summarising the key salient points of their proposed solutions making it easy for their customers to make a decision in their favor  
    • Customer care, ethics, integrity and delivering against promises are their way of life
    • Demonstrates the above 6 Solution Selling attributes, using them as the foundation, taking their skill to a new level to perform effectively as complex solution salespeople where more than one individual is involved in the decision-making process of these very large deals. 
    • The BDS is political savvy (the essential core competence required in complex selling) enables them to succeed in closing very big deals involving a ‘buying centre’ comprising many individuals, all influencing, recommending and contributing to the decision-making process.
    • Articulate the client’s ‘compelling business need’ and develop a solution that will satisfy the critical elements required by each member of the power base, cost justifying their solutions, managing and justifying to the ‘power base’ from the top down.  They are therefore well versed in differentiating their company and their proposed solution, able to justify at both a business and a technical level, always conscious of protocol and conduct.  They understand the intricacies of the job and the need to maintain a healthy sales pipeline.
    • Lead demand-generating sales activities in the assigned market for the assigned product, service or solution.
    • Maintain an extensive network of internal and external contacts to ensure that the relevant business unit within the OPCO is optimally placed in its understanding of business, economic, political and commercial challenges and opportunities.
    • Coach, support, mentor and challenge subordinates in the application of effective operations practices, provide advice and guidance on complex issues to minimise risk and ensure performance (if applicable)

    CORE RESPONSIBILITIES:

    Sales Management

    • Achievement of the annual revenue/sales target
    • Lead demand-generating sales activities in the assigned market for the assigned product, service or solution.
    • Convert sales opportunities to wins and invoice. Track billing and survey customer satisfaction
    • Source and distribute relevant thought leadership and marketing material to customers.
    • Engage on the Pricing and Decision Support function on the most appropriate solution Pricing Schedules to be applied during bid / proposal / quote development.
    • Collate detail on new business (pipeline, pending and actual new business) and present the progress and successes of performance against the Business Development objectives, targets, as well as against competitive benchmarks.
    • Attract new relationships with new customers by supporting collaborative sales efforts. 
    • Collaborate with the One-Altron group of Companies to leverage opportunities in our chosen industries.
    • Actively drive and follow through on qualified opportunities. Establish ongoing productive and professional relationships with key personnel in assigned new customer accounts; and provide continuous, accurate and consistent feedback to prospective customers.
    • Ensure an in-depth understanding of the business unit strategy, growth plan, value drivers (revenue and profit trends), and risks.
    • Collaborate with executive and senior leadership across Business Units to initiate and integrate the design and development of new solutions to grow the business, or to terminate those that are no longer viable.
    • Build and establish relationships with your customer base and initiate a key account management approach to these customers.
    • Identify and assess market opportunities and new ideas within the OPCO and for collaboration with other business units. 
    • Drive collaboration across industries and service lines, including collaboration, performance, cross and upsell opportunities.
    • Governance, Risk and Business Continuity Management
    • Stay up-to-date of new trends and innovations in operations. 
    • Manage business risk, through continuous internal and external monitoring of business impact, as well as changes in stakeholder needs. 
    • Lead and guide improvement projects that will increase profits or protect against risks in the function. 
    • Establish and maintain the highest ethical standards in operations practices. 
    • External Parties and Relationship Management
    • Oversee relationship with service providers and partners and ensure all the services are delivered properly, evaluate the performance of consultants and report any deviations to the relevant department for any corrective actions. 

    QUALIFICATIONS, EXPERIENCE, & SKILLS:

    Educational Qualifications:

    • Business Management Degree/Diploma or equivalent Technical Diploma in IT, Communication or Transmission 

    Years of Experience:

    • At least 10 years progressive experience with professional services business, including the demonstrated ability to manage, deliver and grow accounts and/or new business.
    • At least 5 years sales experience with a documented successful track record in selling high end services, rich and complex IT solutions in the relevant industry.

    Other requirements:

    • Good Business Acumen 
    • Corporate Governance 
    • Auditing processes 
    • Solution Sales Methodologies 
    • Relevant Industry/Domain knowledge 
    • Entrepreneurial 
    • Assertiveness 
    • Leadership 
    • Attention to detail 
    • Conflict management 
    • Professionalism 
    • Presentation 
    • Entrepreneurial 
    • Customer relationship management 

    go to method of application »

    Head: Product Management

    Job Description

    Requirements:

    • Bachelor's degree in a related field
    • 10 years of experience in product management
    • Strong leadership and team management skills
    • Excellent communication and collaboration skills
    • Ability to think strategically and make data-driven decisions
    • Experience with agile development methodologies

    Key Responsibilities:

    • Develop and implement the product vision, strategy, and roadmap: This involves setting the long-term vision and strategy for the company's products and creating and maintaining a detailed product roadmap that outlines the planned development and release of new features and updates.
    • Lead the product team and provide guidance and direction: As the head of product management, you will be responsible for leading and managing the product team, providing guidance, direction, and support to ensure that the team is aligned and working towards the same goals.
    • Collaborate with cross-functional teams to deliver high-quality products: This involves working closely with teams across the organisation, including engineering, design, sales, marketing, and customer support, to ensure that products are developed and delivered on time and to a high standard.
    • Conduct market research and gather customer feedback to inform product decisions: This involves staying up to date with market trends and customer needs, gathering feedback from customers and other stakeholders, and using this information to inform product decisions and ensure that products meet customer needs and expectations.
    • Monitor and analyse product performance and make data-driven decisions: This involves tracking key metrics and analysing product performance to identify areas for improvement and make data-driven decisions about product development and strategy.
    • Ensure that products meet customer needs and drive business growth: This involves ensuring that products are aligned with customer needs and expectations and that they contribute to the growth and success of the business.

    go to method of application »

    Application Support Engineer

    Job Description

    Job Function:

    • Provide operational support on ADB business applications in a production environment
    • Provide analysis of failures and trends on ADB applications

    Responsibilities:

    • On line monitoring, administration and support of ADB applications running on Windows, Linux, Oracle on-premises and cloud based platforms
    • Provide operational & business support for various on premises and cloud based ADB applications to ensure service is provided within customer Service Level Agreements
    • Monitor, log, investigate and resolve failures on transaction processing applications
    • Liaise with and provide assistance to customer representatives during problem resolution
    • Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer
    • Perform scheduled daily, weekly monthly support tasks
    • Perform investigations on application support techniques to continually improve operational support and simplify achievement of customer SLAs
    • Perform proactive analysis of failures and trends on ADB applications and data to improve service levels
    • Conduct routine maintenance, upgrades and deployment of ADB applications
    • Provide assistance and training to ADB support team members
    • Provide application performance information and participate in periodic support compliance audits
    • Perform after hours standby support on ADB applications running in a production environment
    • Comply with the business footprint shift requirements of the ADB support team

    Education Required:

    • 3 Year tertiary qualification or a relevant IT qualification

    Experience Required:

    • 2 years + application support engineer experience

    Essential Competencies:

    • Knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
    • Problem solving exposure at application and business transaction level using application log files and SQL database queries
    • Commitment to performing routine as well as investigation/analysis work tasks
    • Ability to solve medium to high complexity problems
    • Understand and help to develop the support team technical competency
    • Self-motivated, proactive, taking ownership of problems until they are resolved
    • Mature person with the sense of responsibility to do after hours shifts and standby

    Advantageous Competencies:

    • Good oral and written communication skills
    • Good customer relationship skills
    • Quick learner (short initial ramp up period)
    • AWS certification

    go to method of application »

    Contracts and SLA Coordinator

    Job Description

    • Create, maintain and renew both contracts and SLA’s

    KEY RESPONSIBILITIES: 

    • Administrative Duties
    • SLA Renewal quotes and processing
    • Load SLA contracts onto CRM
    • Follow up on Purchase orders with clients
    • Upload orders onto OPD for processing
    • Sending weekly SLA update spreadsheet to UKG
    • SLA Weekly Update meetings with UKG
    • Maintain and update SLA Schedule
    • Do sales Quotes and process orders on the Stock Requisitions and/or BOM
    • Follow up with Clients on outstanding payments
    • QMS Template management for WFM
    • Vendor Management (UKG / Saflec / Timeware)
    • Maintain monthly billing sheet (WFD and AWS clients)
    • Maintain Annuity billing sheet for forecasting and reporting purposes
    • Assist AMs with loading OPP’s for run-rate quotes
    • Respond to all telephonic, email queries and tasks
    • Follow up with other departments/suppliers/customers (as required)
    • All electronic filing to be kept up to date (EG: - Quote register, Quotes, Supporting documents, MSA’s etc. - All to be saved on TEAMS)
    • Follow up on OPD, CRM, Purchase orders and Invoicing of SLA and WFD renewals.
    • To accurately complete quotations with relevant details.  Checking quotes before submitting for approval             
    • Assist and/or to compile and maintain WFM MSA documents with tracking of the various annexures, ensure that all clients have a signed SLA/MSA agreement on file which are filed on Teams and ensure contracts are loaded on Agiloft
    • Dev Ops reporting
    • Load Purchase orders on D365 as a when required
    • Travel arrangements
    • Assist with any duties assigned by your manager

    CORE RESPONSIBILITIES:

    • Ensure renewals are renewed timeously as well as other admin duties

    COMMUNICATIONS & WORKING RELATIONSHIPS:

    Internal: 

    • National Operations Manager
    • Key Account Managers
    • Sales Department
    • Reasons for Interaction:

    Direct report

    • Collaboration
    • Teamwork

    External:

    • WFM customers

    Reasons for Interaction:

    • Customer Service

    Educational Qualifications:

    • Matric
    • 2 years similar working experience
    • Strong Admin Skills

    Professional Qualifications

    • Diploma in administration (Preferable)

    Years of Experience

    • 2 years in a similar role
    • Other requirements
    • Must have own reliable vehicle
    • Can be required to work after hours

    go to method of application »

    Cloud Solution Architect

    Job Description

    • We are seeking a highly skilled and motivated Cloud Pre-Sales and Solution Architect to join our dynamic team.
    • In this role, you will be the key technical advisor and product advocate for AWS and Huawei Cloud solutions. You will work directly with Sales, Solution Specialists and delivery teams to customize and support customers to understand their business requirements, design tailored cloud solutions and guide them through the selection and implementation process.
    • Your expertise will be instrumental in ensuring successful cloud adoption and delivering exceptional value to our clients.
    • Your expertise will be instrumental in ensuring successful cloud adoption, enhancing customer satisfaction, and driving revenue growth.

    KEY RESPONSIBILITIES:
    Customer Engagement:

    • Working closely with sales and solution sales specialist as well as end customers to understand their business objectives, technical requirements, and pain points.
    • Conduct discovery sessions and workshops tailored to the customers’ requirements, industry and business sector
    • Presentation of solution to customers.

    Solution Design:

    • Design and architect comprehensive cloud solutions cross multi-cloud vendors (Huawei Cloud and AWS technologies), ensuring alignment with customer requirements and industry best practices.
    • Create detailed solution architectures, including infrastructure diagrams, technical specifications, and deployment plans.
    • Facilitating total cost of ownership (TCO) and pricing models as part of proposal designs.
    • Comparing various vendors in cases where customers require cost comparisons between vendors
    • Ensure that you utilize industry-standard frameworks such as TOGAF or AWS Well-Architected Framework for designing solutions.

    Pre-Sales Support:

    • Collaborate with the sales team, solutions specialist to provide technical support and expertise during the sales process.
    • Prepare and deliver compelling technical presentations and demonstrations that highlight the benefits and capabilities of Multi-Cloud (Huawei Cloud and AWS solutions).
    • Develop and respond to Request for Proposals (RFPs), Request for Information (RFIs), and other customer documentation.

    Technical Consultation:

    • Serve as a subject matter expert across multi-cloud technologies (Huawei Cloud and AWS), offering guidance on cloud strategy, migration, and optimization.
    • Provide technical advice on best practices for cloud architecture, security, cost management, and performance tuning.

    Solution Validation:

    • Validate proposed solutions through proof-of-concept (PoC) and pilot implementations, ensuring they meet customer requirements and deliver desired outcomes.
    • Address and resolve technical challenges or concerns raised by customers during the evaluation process.
    • Ensure solutions meet predefined success criteria and KPIs during PoCs

    Relationship Management:

    • Build and maintain strong relationships with customers, ensuring ongoing satisfaction and fostering opportunities for future collaboration.
    • Working closely with engineering/delivery teams ensuring proposed solutions and services can be deployed and managed.
    • Act as a trusted advisor, staying abreast of industry trends, emerging technologies, and changes in cloud offerings from Huawei and AWS.

    Training and Enablement:

    • Provide training and support to internal teams and on Huawei Cloud and AWS technologies.
    • Develop and maintain technical documentation, best practices, and knowledge base resources.

    Feedback and Improvement:

    • Collect and analyze customer feedback to identify areas for improvement and contribute to the enhancement of our cloud solutions and services.
    • Collaborate with product management and engineering teams to influence the development of new features and solutions based on customer needs and market trends.

    SOFT SKILLS:

    • Strong customer service orientation and adaptability to changing customer needs.
    • Excellent problem-solving and analytical skills.
    • Strong communication and interpersonal skills.
    • Ability to work effectively in a collaborative team environment.
    • Project management skills and the ability to manage multiple priorities.
    • COMMUNICATIONS & WORKING RELATIONSHIPS:

    Internal: 

    • Sales & Sales Solution Specialists
    • Delivery
    • Cloud team members

    Reasons for Interaction:

    • Supporting all sales stakeholders
    • Working closely with delivery teams to ensure that the solution can be deployed and managed.
    • Working closely with team members on creating and delivering Cloud based services and solutions

    External:

    • Customers
    • Vendors

    Reasons for Interaction:

    • Understanding and guiding customers to find the best solution for their pain points.
    • Staying abreast of technology changes, updates and working closely with the vendor technical teams where required.

    QUALIFICATIONS, EXPERIENCE, & SKILLS: 

    Educational Qualifications:

    • Technology related certification (Professional Qualifications)

    Professional Qualifications

    • AWS Certified Solutions Architect – Associate (must have) or
    • Huawei Solution Architect Certification (HCIE) (preferred)
    • Microsoft Azure Solution Architect (AZ305)

    Years of Experience

    • Minimum of 5 years of experience in cloud solution architecture and pre-sales support
    • Proven experience as a Solution Architect or similar role in implementing various Cloud solutions.
    • Strong understanding of cloud-based architectures across Huawei, AWS, Microsoft Azure.
    • Experience with integration technologies (e.g., APIs, web services) and data migration.

    Behavioral Competencies  

    Competencies:

    • TCO’s across cloud vendors
    • Architecting customer environments (lift and shift), hybrid, on-prem to cloud, cloud-to-cloud
    • Articulate and deliver Well Architected Frameworks (WAF)
    • Development of Marketplace solutions

    go to method of application »

    Service Coordinator

    Job Description

    • We are looking for a Service Coordinator assists with all support desk administration using the tools the company uses to manage support services.  This is currently CRM, excel reports and Power BI reports. A primary focus is to ensure that governance on Incident management is followed. Escalate all non-conformances to the Service Delivery Manager and Line managers where applicable.

    Key responsibilities:

    A Service Coordinator is responsible for matching business needs with technology in the following manner:

    Coordination/ Reporting: 

    • Check support queues
    • Acceptance and allocation of support calls to relevant teams 
    • Create quotes from templates based on Customer requests
    • Request feedback from consultant and update where necessary
    • Track, Drive and Close calls to completion 
    • Run Reports as requested/required for customers and team members
    • Run Customer reports at month end, and as and when required for time queries through the month
    • Run weekly control reports to determine time allocated vs time spent and time available for relevant teams and customers
    • Run Month end reports as per month end billing process
    • Load contracts onto the CRM system on instruction from support manager (opportunities, entitlements, documents and forecasts in CRM)
    • Keep support documentation and support intranet site updated
    • Provision of Service Desk reports after checking accuracy and quality of input (reports must be automated)
    • Ensure that reporting delivered is aligned to the contractual requirements 
    • Reducing the number of valid and invalid re-assignments to the service desk.
    • Checking that all Service desk reporting is accurate and automated - facilitate the automation process before it is sent to the SDM and the customer  
    • Coordination/ Reporting: 
    • Check support queues 
    • Create quotes from templates based on Customer requests 
    • Request feedback from consultant and update where necessary.
    • Acceptance and allocation of support calls to relevant teams  
    • Track, Drive and Close calls to completion  
    • Run Reports as requested/required for customers and team members 
    • Run Customer reports at month end, and as and when required for time queries through the month
    • Run weekly control reports to determine time allocated vs time spent and time available for relevant teams and customers
    • Run Month end reports as per month end billing process
    • Load contracts onto the CRM system on instruction from support manager (opportunities, entitlements, documents and forecasts in CRM) 
    • Keep support documentation and support intranet site updated;
    • Provision of Service Desk reports after checking accuracy and quality of input (reports must be automated) 
    • Ensure that reporting delivered is aligned to the contractual requirements  
    • Reducing the number of valid and invalid re-assignments to the service desk. 
    • Checking that all Service desk reporting is accurate and automated - facilitate the automation process before it is sent to the SDM and the customer 
    • Customer Relations: 
    • Representation of the service desk at the CAB for the allocated customer  
    • Raise, Manage and Escalations together with Service Delivery Managers 
    • Ensure that outcome of quality related tasks for the allocated customer/s are performed and that the quality loop is closed
    • Ensure that all SLA’s are met and not breached    
    • Ensure that the SD service levels for the allocated customer is measured and reported correctly and on time 
    • Incident management daily meetings to manage and escalate the primary incident management quality indicators – based on automated reports
    • Escalate non-conformances to the incident management process on all resolver groups 
    • Investigation of escalations, identification of the root causes and ensuring that remedial action is taken in a timely manner
    • In-depth understanding of the SD portion of the customer agreement  
    • Improvement of processes internally: 
    • Implementation of minor service changes in the operational environment including creating of templates  
    • CAB feedback to the service desk management and support on all changes that may impact on the service desk in terms of ticket volumes or knowledge / training that may be required by the service desk in future
    • Facilitate the smooth implementation of service desk process changes related to client specific and generic processes. Monitoring the adherence to Service Desk processes and escalation and coaching on non-conformance where required 
    • Manage service improvements and service alignment initiatives 
    • Obtain, interpret and store the contract information related to the Service Desk Services on the agreed central point 
    • Automation – identify opportunities for automation and to simplify processes in the service desk environment 
    • Ensure discrete handling of all business information, particularly where confidential information is concerned
    • Administration: maintain an updated Microsoft Office Outlook calendar; completion of any required administration timeously (e.g. response on performance reviews): weekly timesheets, etc
    • Travel locally, as required, to conduct the company’s business. 
    • COMMUNICATIONS & WORKING RELATIONSHIPS:
    • Internal: 
    • Line Manager
    • Department Heads
    • Peers
    • Reasons for Interaction:
    • co-ordinate work activities
    • review status of work
    • exchange information
    • External:
    • Clients
    • Reasons for Interaction:
    • resolve problems or give / receive advice /direction

    QUALIFICATIONS, EXPERIENCE, & SKILLS:

    Educational Qualifications:

    • Matric certificate 
    • Various 
    • ​​Non-negotiable ​ 
    • ITIL 4 
    • Various 
    • Non- negotiable 
    • Diploma 
    • Informatics / support desk (or similar) 
    • ​​Advantageous ​ 
    • University degree  
    • Informatics (or similar) 
    • ​​Advantageous ​ 
    • Technical Skills
    • Worked with on Microsoft Dynamics CRM 

    ​​Advantageous ​ 

    Years of Experience

    • IT Consulting environment 
    • Practical work experience, in support services 
    • ​​5 to 8 years ​ 
    • ​​Non-negotiable ​

    go to method of application »

    Agent: Contact Centre

    Agent:

    • Contact Centre

    Education

    • National Certificate Level 4 (N4) / Grade 12

    go to method of application »

    Customer Services Agent

    Title

    • Customer Services Agent

    Education

    • National Certificate Level 4 (N4) / Grade 12  (Required)

    Method of Application

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