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Remedy Call Administrator ( 12-month contract )

Job Ref
284197
Job Type
Contracting
Employer Type
Company
Date Added 8 Mar 2021
Expiry Date 5 Apr 2021
* There have been 9 applications to this job.
* This job has been viewed 1901 times.
Employer:
Leading IT Services Company

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
CORE DESCRIPTION:

• Perform User Communication on in-scope ITAM Calls
• Perform Request and incident management for the following ITAM processes:
1 Request for asset information
2 Asset repairs
3 Lost and Stolen Assets
4 Staff Asset purchases
5 Asset returns related to Terminations (Leaver)
6 Asset Retrievals related to projects and BAU requests
• Ensure all related Systems are updated with required information as per calls logged
• Provide related Reporting as agreed
• Attend to customer escalations
• Deliver against the Customer Specific Asset Management Processes and Procedures
• Action on escalations and provide prompt feedback
• Assist in identifying any process improvements as required
- - - - - - - - - - - - - -
KEY DELIVERABLES / PRIMARY FUNCTIONS:

• Hardware Asset Management
1 Support the End-End Asset life-cycle IT Asset process through continuous updates to the status of the Hardware Assets as changes are effected
2 Assist with the population & maintenance of the Hardware database
3 Assist in internal Hardware Database verification exercises and action on exceptions
4 Assist in audit exercises to confirm asset database accuracy
• General
1 Deliver against the Customer Specific Asset Management Processes and Procedures
2 Manage the in-scope Hardware related calls in the customer environment
3 Action on Exception reporting and ensure corrective updates to the Hardware and Software Asset database
4 Provide daily/weekly/monthly reports as defined by the customer ITAM manager
5 Action on escalations and provide prompt feedback
6 Ensure data accuracy and integrity within the call logging system
7 Action on calls assigned and update the calls according to the call management process
8 Attend to escalations and ensure all calls assigned are attended to
9 Perform call quality updates to ensure call integrity
10 Manage customer expectations through continuous feedback on the call status
11 Assist in the implementation of the Customer specific Continual Improvement Plan as agreed to


EXPERIENCE:

• 1-5 Years ITAM experience
• Minimum 1-year Hardware Asset Management experience preferred


QUALIFICATIONS:

• Matric
• ITIL V3 Preferred
• Knowledge of ITAM Tools (Flexera & Remedy preferred)


CERTIFICATIONS:

ITIL




 
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