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• To provide first and second line customer support and manage customer expectations in a satisfactory and consistent manner.
• To manage and complete small projects, involving new office setup’s, DR and acquisitions
• Through the use of various productivity tools and a disciplined approach to problem/fault diagnosis, help create a first class support response environment such that customer needs are met and their own productivity is enhanced.
• Receive customer queries via telephone, fax, email, suitably categorise and log within service desk system.
• To provide Regional Service desk / helpdesk administrator functions to Resolve level 1 and level 2 service calls, ensure closure and keep the customer abreast of progress throughout
• Where necessary escalate to the appropriate authority, ensure closure and keep the customer abreast of progress throughout
• Utilise any defined processes and procedures to setup new customers (or removal of existing customers) ensuring all requirements are met including any security considerations
• Meet all SLA targets, taking proactive action where improvements can be made
• Maintain process and procedure documentation
• Ability to travel at short notice to office locations
• Ability to complete small projects such as new office locations, DR and acquisitions
• Procurement of equipment and liaise with suppliers
• Be an active team member and prepared for a 24*7 call out service pattern
• Ensure licensing standards are met
• Carry out other responsibilities as necessary

OPERATING NETWORK
External

 All Business streams and support service departments
 ISS Users
 Internal Customers Internal
EIT, RITM’s, CEO

SDA

ISS users, Internal customers, Business Solutions External

 Customers
 Vendors
COMMUNICATION (An example of a MOST challenging communication expected for this position)
 To effectively communicate across countries. Requires travel and coordination.
 To develop and maintain supplier relationships
 To provide user support, patiently, timely and in an un-patronising manner.
MINIMUM REQUIREMENTS
Education / Experience

• Ability to define, document and work with the Global IT processes and procedures
• Experience of using service / helpdesk application to track and manage calls
• Technical skills may include support of:

o Desktop/servers technology and applications
o NT Server/Network, NT, XP, Windows 200x, 2003, Windows 7
o Exchange + Outlook, Microsoft Office products, LAN/TCP-IP principles, WAN principles, Internet /Intranet
o Web-browsers / applications
o Network printers and scanners.
o Disk imaging software (Norton Ghost)
o Applications such as Citrix, Crystal reports, CRM and financial application (i.e. DREAM would be advantages).
o Cisco call manger administration (Configure new desk & soft phones)
o Use Change Control to action network / infrastructure installations / changes.

Specific Skills (Knowledge, skills and abilities) 

A clear focus on customer service, the ability to identify and meet customer expectations
 Possess all the skills necessary to successfully handle inbound service requests.
 Good oral and written communication skills in English (and the local language where appropriate.)
 3-5 years experience in an international support role
 Must hold Full Driving License (No Endorsements)
 Must own vehicle and be prepared for European driving
 Good interpersonal skills
 Ability to operate independently and take accountability for delivery of customer service
 Results driven with the ability to set priorities.
 Flexibility in working hours
 Disciplined approach to problem/fault diagnosis

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Geplaatst op 23-02-2010
Bekeken: 249 keer