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IT Service Delivery Expert

2 weeks ago


Cape Town, Western Cape, South Africa Ello Technology SA Full time

We are looking for an IT Service Delivery Expert to join our team at Ello Technology SA. The ideal candidate will have a strong background in IT support and excellent problem-solving skills.

About the Role:

The IT Service Delivery Expert will be responsible for providing expert technical support and addressing customer issues promptly within agreed SLA parameters. This includes providing first-line technical support to customers, diagnosing and resolving technical problems efficiently, and ensuring minimal disruption to customer operations.

Key Performance Indicators (KPIs):

  • SLA Compliance Rate: Achieve a 95% or higher compliance rate.
  • Customer Satisfaction (CSS) Score: Maintain a CSS score of 95% or higher.
  • Project Support Efficiency: Ensure a target success rate of 95% in technical project support.