IT Service Support Specialist
Kraków IT Service Support Specialist
Kraków
NR REF.: 1090235
Job Purpose Statement:
Focuses on developing the required technical skills and knowledge needed to analyse and resolve different types of routine IT service related issues/requirements/ improvements. With appropriate guidance works on assigned areas, escalating any issues impacting service levels. Focuses on providing the highest standards of customer care throughout each transaction with internal or external customers.
Job Size:
- provides technical support for internal or external Customers in multiple countries/EMEA level
Key Accountabilities:
Customer Care - Supports C.E by developing and maintaining effective working relationships with each customer. Takes ownership of their request and provides a consistently high standard of customer care. Adapts behaviour/communication to take account of the customer’s technical knowledge, urgency and importance of their issue or question, cultural or individual requirements. Keeps the Customer informed on the status of progress.
Technology/problem analysis With an appropriate level of guidance, uses established tools, processes & resources (product documentation, peers, suppliers etc) to perform analysis of defined types of standard CT related issues.
Prioritisation of requests - Based on the impact of each problem analysed, determines the priority (Customer business) and makes a realistic commitment on when the resolution can be achieved. Escalates issues that cannot be resolved within the group to a more experienced peer or CT/IT management. May perform defined follow up actions.
Provision of solutions - Implements standard types of solutions for assigned issues. Follows established procedural steps to ensure the problem is correctly fixed. Escalates potential issues to the appropriate peer/management.
Service level management - Supports the achievement of optimum service levels by monitoring assigned areas (systems, applications, environment etc) to identify pre-defined factors that can potentially impact service. Escalates potential issues.
Customer support - Provides pro-active customer support. Contacts specific profiles of customer to either provide information, or update applications.
Responds to routine queries relating to standard CT solutions. Either provides the answer, researches to obtain the information, or escalates to the appropriate area.
IT knowledge & training support - Uses established methods, materials and learning opportunities to develop skills and knowledge related to the provision of IT support resolution (technical, process, soft skill) for defined types of issues and requirements.
Vendor co-ordination - Contacts approved vendors to provide an accurate and complete summary of a specific issue or service requirement. Uses established tools to log and monitor the progress of each issue through to successful resolution. Follows up with the vendor when needed to ensure service levels are attained, keeping the customer updated on any delays, checking the solution was successfully implemented. For all exception situations escalates vendor performance issues to the Snr/TL/Mgr as appropriate.
Support functions - Performs all related support functions and contingency cover in accordance with defined standards. Includes enabling effective tracking and management of incidents/requirements by making timely, accurate and concise updates in relevant systems/reports.
Kraków
NR REF.: 1090235
Job Purpose Statement:
Focuses on developing the required technical skills and knowledge needed to analyse and resolve different types of routine IT service related issues/requirements/ improvements. With appropriate guidance works on assigned areas, escalating any issues impacting service levels. Focuses on providing the highest standards of customer care throughout each transaction with internal or external customers.
Job Size:
- provides technical support for internal or external Customers in multiple countries/EMEA level
Key Accountabilities:
Customer Care - Supports C.E by developing and maintaining effective working relationships with each customer. Takes ownership of their request and provides a consistently high standard of customer care. Adapts behaviour/communication to take account of the customer’s technical knowledge, urgency and importance of their issue or question, cultural or individual requirements. Keeps the Customer informed on the status of progress.
Technology/problem analysis With an appropriate level of guidance, uses established tools, processes & resources (product documentation, peers, suppliers etc) to perform analysis of defined types of standard CT related issues.
Prioritisation of requests - Based on the impact of each problem analysed, determines the priority (Customer business) and makes a realistic commitment on when the resolution can be achieved. Escalates issues that cannot be resolved within the group to a more experienced peer or CT/IT management. May perform defined follow up actions.
Provision of solutions - Implements standard types of solutions for assigned issues. Follows established procedural steps to ensure the problem is correctly fixed. Escalates potential issues to the appropriate peer/management.
Service level management - Supports the achievement of optimum service levels by monitoring assigned areas (systems, applications, environment etc) to identify pre-defined factors that can potentially impact service. Escalates potential issues.
Customer support - Provides pro-active customer support. Contacts specific profiles of customer to either provide information, or update applications.
Responds to routine queries relating to standard CT solutions. Either provides the answer, researches to obtain the information, or escalates to the appropriate area.
IT knowledge & training support - Uses established methods, materials and learning opportunities to develop skills and knowledge related to the provision of IT support resolution (technical, process, soft skill) for defined types of issues and requirements.
Vendor co-ordination - Contacts approved vendors to provide an accurate and complete summary of a specific issue or service requirement. Uses established tools to log and monitor the progress of each issue through to successful resolution. Follows up with the vendor when needed to ensure service levels are attained, keeping the customer updated on any delays, checking the solution was successfully implemented. For all exception situations escalates vendor performance issues to the Snr/TL/Mgr as appropriate.
Support functions - Performs all related support functions and contingency cover in accordance with defined standards. Includes enabling effective tracking and management of incidents/requirements by making timely, accurate and concise updates in relevant systems/reports.
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