Job Description

Purpose:

Responsible for the cell phone, physical IT asset and device analysis management across the organisation and to act as a single point of contact for internal and external stakeholders.

Duties and responsibilities:

Manage the Cell Phone function across the organisation

• Develop and deliver quality working programs to meet customer and user specifications
• Manage user contracts i.e. Data, Voice, SMS and contract renewals
• Manage and continuously monitor the usage of cell phones and analysing trends or discrepancies.
• Manage centre bills and compliance with centre managers and administrators
• Follow up daily on user queries, soft lock, abuse and unlock locked cell phones
• Block stolen devices, inform the cell phone carriers, update asset register and
• Configuration Management Data Base (CMDB) on the relevant platform.
• Manage the process of activating sim swaps, new sim cards as well as terminating sim cards on behalf of business
• Manage any application of contract transfer from SBV to personal contract in accordance with the agreed upon processes
• Responsible for cell phone device provisioning, troubleshooting, and lifecycle management
• Decommission unused devices and contracts as per company policy and remove them on the asset register
• Perform benchmarking on prices and improvements with other companies and propose suitable contracts
• Single point of contact for the purchasing/upgrades of cellular accounts/contracts as per the company's policies and process, with Procurement
• Validate and maintain monthly invoices from telecom vendors, usage report and costs
• Deploy and support cell phone applications to enterprise cell phone device operating systems
• Participate in various smartphone upgrade projects and facilitate testing the proposed devices
• Actively resolve enterprise and handheld issues
• Adhere to Call Logging Processes and Procedures
• Manage inventory and assignment of devices and sim card to the correct people and departments
• Assist with account reviews, invoicing, disputes, reconciliation and payment approvals
• Develop and maintain end user and cell phone helpdesk documentation and provide training on how to use various telecommunications equipment and software
• Configure cell phone devices using the corporate standard, set the device up or extend the line to test device functioning
• Manage cell phone and Physical IT asset duties according to company policies and procedures
• Maintain accurate records of phone lines, third party delivered devices and services to adequately manage the inventory of equipment, including moves, changes, repair work and of items placed or removed from inventory.
• Adhere to the cell phone device management process and liaise with the Security teams to put in place proper Cell Phone Device Management software and controls

Administer and maintain all reporting and registers

• Track all Physical IT asset movements end to end and upstate on the respective registers as well as on the master CMDB on the relevant platform
• Maintain and Support monitoring and reporting of SIM Cards, APN solution and internet/data
• Compile and distribute monthly reports to the Centre managers on the usage and queries
• Report the utilization of data and minutes and propose suitable packages for users
• Perform monthly billing analysis for several data carriers for plan assignments minimize monthly costs.

Create and Maintain internal and external stakeholder relationships

• Manage company cell phones and liaise with service providers regarding upgrades, new applications, SIM swops, monthly usage analysis and handset replacements
• Support and train centre managers to effectively manage active services
• Follow up on Vendor queries such as invoice disputes, incorrect billing and credits
• Follow up on new orders or cell phones repairs on weekly basis
• Liaise with finance regarding invoices and follow-up in terms of whether they have been processed and paid
• Remotely assist customers with any problems
• Liaise with and maintain effective communication with all branch managers
• Liaise with cell phone operators regarding any hardware faults

Qualifications and experience:

• Matric
• Business Intelligence certificate
• Relevant IT diploma/ degree (Advantageous)
• ITIL certificate (Advantageous)
• 4 years experience in a IT Service Desk or Call Centre role, preferably in the Telecommunication space of which 2 years experience must be within an ITIL aligned asset managed environment
• Proficient computer skills, including Microsoft Office Suite
• Have basic finance knowledge i.e. Invoicing, remittances, billing etc.
• Excellent reporting skills
• Analytics and Business Intelligence background is critical