SLA Administrator (Midrand)

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 cleanOHS 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 accountsQualification and Education: • Matric• CompTIA A+ (will be of an advantage)• ITIL foundation (will be of an advantage)• 2 years SLA experience• Microsoft Word and ExcelSkills 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