Wednesday, August 1, 2018

Stortech Cape Town Vacancies, SLA Management Service Co-Ordinator

SLA Management Service Co-Ordinator


A SLA MANAGEMENT SERVICE CO-ORDINATOR is responsible to track and manage incidents within the relevant service level agreement

• Manage Incidents within the respective service level agreements
• Notify relevant team leaders/managers of Unassigned Incidents
• Notify relevant team leaders/managers of Incidents in Warning status
• Escalate to relevant managers, Incidents about to breach SLA
• Escalate to relevant managers, Incidents that have breached SLA
• Track and Notify relevant team leaders/managers of Pending Incidents
• Facilitate the management of Incident resolution in respect of Management and Customer escalations
• Collate information regarding SLA performance from the relevant sources, team leaders and/or managers and distribute environmental updates periodically
• Conduct customer surveys related to services provided by the various EUC and IT Services support teams
• Record and update all daily actions on the Stortech database

Job Requirements:
1. Qualifications and Experience Requirements
• Matric/Grade 12 (Essential)
• Advanced Excel skillset (Beneficial)
• 1 year Experience in Customer Support or Service Environment (Essential)
2. Personal Attributes and Skills Required
• Analytical mind
• Ability to think and interact logically
• A natural curiosity
• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good judgment skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management
• Be prepared to perform standby duties and work irregular hours if required
• Own vehicle and valid drivers license

(NB: Should you not hear from us within 2 weeks after the closing date, please consider your application unsuccessful)

Job Type: Permanent
Company Name: Stortech
Company Location: Cape Town

Application contact details
Application Closing Date: Tuesday, July 31, 2018
Remuneration: Not Specified
Send CV to:

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