Device Enrolment Co-ordinator

Description:

Device Enrolment Co-ordinator
Calling all energetic candidates who are interested in Customer Service in the Information technology sector and in growing their technical, management and interpersonal skills. The right candidate will receive on-the-job training and guidance in line with agreed milestones.
Job Description
The Device Enrolment Officer is required to perform the Enrolment of Devices on the Apple Device Enrolment Solution as well as perform research and development to ensure improved service delivery to the organisation both on Device management and End User Experience. All support matters are attended to in a timely and professional manner by this role ensuring for a stellar Customer experience.
Role Objectives End User Support

• Perform Device Enrolments using existing solution in use.
• Track Device Enrolment Progress.
• Update and provide feedback to the partners on the Device Enrolment Status.
• Provide partners/customer with the required customer Support, and identify potential immediate solutions, to answer the requirement and make recommendations on procedural improvements.
• Identify trends and frequent problems, address these issues by work around temporarily and more permanent solutions to be provided by creating automations.
• Work closely with technical services specialists to support the preparation of any training material.
• Handle basic issues and problems under direct supervision, while escalating more complex issues to appropriate staff or Support Partners.

Research and Development

• Determine the requirements needed (for example Scripts, Add Ons, Setups, new way of handling, new process or certification needed), to achieve the solution required by the business.

Documentation

• Identify and document all processes and procedures relevant to the Device Enrolment Program and related offering.
• Revise existing published processes and procedures as and when required.
• Create and update all supporting Documentation for all elements of the solution in use.

Project Management

• Create the required Scope for the requirements.
• Drive the Project to implement the required upgrades to meet the requirements identified.
• Plan and conduct the agreed pilots/trials, the additions and related applications, before being sent to customers.
• With direct supervision, support more complex projects and participate in customer briefing or debrief meetings ensuring smooth delivery process and updates on progress of projects.

Competencies and Skills

• Strong analytical skills.
• Attention to detail.
• able to accommodate phone calls and after hours communication required to resolve issues.
• Adaptable and react to changes in the business but can also think proactively and anticipate needs as we continue to grow.
• Strong collaborative approach and are able to build effective relationships, drive user satisfaction and resolve pain points with a sense of urgency which you do with a smile.
• Able to find a balance between maintenance, support, innovation, and process improvement for effective time management and prioritisation.

Experience and Education

• Completed Matric with an IT tertiary qualification
• Familiar with Mobile Device Management solutions

Requirements:

• Perform Device Enrolments using existing solution in use.
• Track Device Enrolment Progress.
• Update and provide feedback to the partners on the Device Enrolment Status.
• Provide partners/customer with the required customer Support, and identify potential immediate solutions, to answer the requirement and make recommendations on procedural improvements.
• Identify trends and frequent problems, address these issues by work around temporarily and more permanent solutions to be provided by creating automations.
• Work closely with technical services specialists to support the preparation of any training material.
• Handle basic issues and problems under direct supervision, while escalating more complex issues to appropriate staff or Support Partners.

• Determine the requirements needed (for example Scripts, Add Ons, Setups, new way of handling, new process or certification needed), to achieve the solution required by the business.

• Identify and document all processes and procedures relevant to the Device Enrolment Program and related offering.
• Revise existing published processes and procedures as and when required.
• Create and update all supporting Documentation for all elements of the solution in use.

• Create the required Scope for the requirements.
• Drive the Project to implement the required upgrades to meet the requirements identified.
• Plan and conduct the agreed pilots/trials, the additions and related applications, before being sent to customers.
• With direct supervision, support more complex projects and participate in customer briefing or debrief meetings ensuring smooth delivery process and updates on progress of projects.

• Strong analytical skills.
• Attention to detail.
• able to accommodate phone calls and after hours communication required to resolve issues.
• Adaptable and react to changes in the business but can also think proactively and anticipate needs as we continue to grow.
• Strong collaborative approach and are able to build effective relationships, drive user satisfaction and resolve pain points with a sense of urgency which you do with a smile.
• Able to find a balance between maintenance, support, innovation, and process improvement for effective time management and prioritisation.

• Completed Matric with an IT tertiary qualification
• Familiar with Mobile Device Management solutions