Service Level Analyst

MacTay Group - (See More Jobs)

September 05, 2016
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MacTay Group is recruiting for fulltime Service Level Analyst.

Job Details


MacTay Group - Our client, a global ICT solutions Company, is currently seeking to employ suitably qualified candidates to fill the vacant position below: 

Job Title: Service Level Analyst


Job Description

  • Oversee the entire service quality team
  • Coordinate the activities required to meet Company’s standards on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management from an internal and external standpoint
  • Support Service Manager in preparing monthly SLA report and provide relevant data for managing SLA exceptions
  • Proactively review SLA snapshots for any potential SLA breaches and notify the team leads and tower heads for taking preventive actions.
  • Responsible for the ultimate result and continuous improvement on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management
  • Review and grant final approval for all the reports and documents related to service quality management
  • Responsible for ensuring proper criteria, directives, business quality management principles are being applied into the Company and are in accordance with Company’s methodology
  • Conduct annual customer satisfaction survey and response to the complain
  • Assign learning objective and organize training courses , grow capabilities of team members, and improve team productivity and performance


    Job Requirements

    Min Required Experience:

    8 year(s)

    Min Qualification:

    Bachelor's Degree/HND

    Desired Courses:

    Not Specified

    Other Requirements:


    • Bachelor's/ Advanced degree in Business, Management, Hospitality or courses related to service quality studies is a plus.
    • At least 8 years of experience in Telecom, Managed Service, System Integration, Management Consulting field or similar industry.

    Knowledge & Skills:

    • Advanced skills in managing service quality, understanding
    • Working knowledge of managing SLAs
    • Working knowledge of managing Customer Satisfaction
    • Working knowledge of managing Process Improvement
    • Working knowledge of managing Knowledge
    • Good leadership & communication capabilities
    • Adequate financial and business skills
    • Negotiation skills
    • Excellent verbal and written communication skills in English and the local language
    • Advanced skills in Microsoft Office, Excel, MSWord and Power Point

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    About Mactay Group

    • Type: Private
    • Headquarters: MacTay House, 5 Prince Adelowo Adedeji Street, Off Admiralty Way, Lekki, Lagos Nigeria.

    MacTay Group - We are a performance-driven organization with a deep-seated passion for enabling growth and development in the people and companies we work with. All our operations are built aroun...Know More about Mactay Group

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