Opis stanowiska pracy
-Verification of priorities and data contained in the ticket as well as accuracy of solutions available
-Ensure that the process and procedures are followed;
-Assess and escalate high priority incidents and collaborate and support incident management processes to the service restoration.
-Ensure effective escalation handshake.
-Supporting first-line agents in periods with a high volume of calls;
-Provide Customer-specific training for new hires;
-Identify opportunities for automation and shift-left towards self-help or level1;
-Script triggers and document for training situations that can help identify bigger problems (e.g.; a site is down, service in-accessible, virus issue etc) with some seeding initial events.
-Quality control of incidents: Providing feedback and learner methodology or tooling to first-line analysts.
-Good communication skills;
-Good IT Knowledge;
-Fluent English written and oral skills;
-Fluent German written and oral skills;
-Awareness of ITIL and business processes would be an advantage
-Attention to detail.
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Our goal is to understand candidate’s needs and provide the best solution for the future employee and employer.
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