Service Desk Process Controller with English 2020 KTW
Fujitsu
Poland, Katowice, Katowice
1 d. temu

Purpose of Role : The Process Controller provides responsive and competent process support for Team Managers Key activities :

  • Control the resolution of incidents to agreed service levels
  • To act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
  • To act as point of escalation when closure of an incident is disputed by the user
  • To ensure the Incident Management process, procedures and work instructions are adhered to by all relevant parties
  • To invoke Problem Management processes when necessary
  • To monitor Schedule of change to ensure appropriate levels of Service Desk Agents are available to handle incident that may be caused by changes
  • To monitor and report on the effectiveness of the Incident Management procedures
  • To follow established processes / systems and to recommend improvements to these as appropriate to resolve routine customer enquiries.
  • To document actions taken to resolve enquiries.

  • To take an ownership for documenting and monitoring adherence to all account related processes. Ensures the processes in place are aligned with the contractual requirements.
  • Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.

    Responsible for and implementation of any new processes resulting from account changes as well as ensures full team engagement in the new developments.

  • To escalate issues as necessary to deliver required service level and meet or exceed customer expectations / SLA. Monitors performance through statistical reporting and analysis.
  • To own and accept personal responsibility for customer problems, champions customer issues to resolution; Build and enhance client strong relationships;
  • Act as escalation point for client and customer.

    Professional Competencies :

  • Knowledge of the ITIL Service Support standards & practices
  • Good written and oral communication skills in English
  • Behavioral Competencies :

  • Interpersonal and operational skills
  • Ability to influence others
  • Ability to negotiate
  • Logical and Analytical approach
  • Leadership skills
  • Completer / Finisher
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