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
Completer / Finisher