IT Service Support Specialist-Senior
Kraków IT Service Support Specialist-Senior
Kraków
NR REF.: 1095336
Job Purpose Statement:
Supports management in achieving demanding technical and service goals for either internal or external customers across EMEA. Focuses on providing the highest standards of customer care whilst analysing and resolving more complex and diverse types of IT service related issues/requirements/ improvements. These often cause disruption to the end-user and can have a significant impact on FedEx or the Customer’s business.
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 - Focuses on more complex and time consuming issues related to technology requirements or products (eg hardware, software, and integrated solutions). Uses established tools and resources (product documentation, peers, suppliers etc), and structured reasoning/technical knowledge to perform an appropriate level of analysis of the specific problem and situation.
Technology/problem analysis:
Focuses on more complex and time consuming issues related to technology requirements or products (eg hardware, software, and integrated solutions). Uses established tools and resources (product documentation, peers, suppliers etc), and structured reasoning/technical knowledge to perform an appropriate level of analysis of the specific problem and situation.
Prioritisation of requests:
Based on the impact of each problem analysed, determines the priority (FedEx or Customer business) and makes a realistic commitment on when the resolution can be achieved. Escalates issues that are technically not resolvable within the group and advises management/sales of serious issues that impact either the FedEx or Customer business.
Provision of solutions:
Develops and implements workable solutions (cost effective, supportable, compatibility etc) for diverse types of problem scenarios. Solutions need to take account of each customer’s specific IT environment. For certain issues, this could involve implementing an interim solution and co-ordinating actions within other groups who would provide the permanent solution. Uses established methods to evaluate and test the solution.
Service level management:
Supports the achievement of optimum service levels by monitoring assigned areas (systems, applications, environment etc) to identify factors that can potentially impact service. Takes appropriate actions to ensure the situation is addressed.Contributes to the development of appropriate tools, and monitoring criteria.
Customer support:
Provides pro-active customer support. Focuses on specific profiles of customer (large/sensitive accounts). Involves providing information, trouble shooting, updating applications or offering support.
Advises the Customer, or FedEx personnel, on any aspect of CT products/technology. Includes complex/high impact queries relating to CT/IT solutions. Either provides the information, or researches to obtain it and provides prompt feedback
IT knowledge & training support:
Uses established methods, materials and learning opportunities to develop and maintain skills and knowledge related to the provision of IT support resolution (technical, process, soft skill) for complex and diverse issues and requirements. Actively promotes the benefits of using approved tools and processes and supports less experienced peers in working with them.
Recommends technical training requirements for specified areas. May contribute to the development and/or delivery of agreed solutions (small group training, presentations, employee and customer job-aids etc).
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 serious exception situations, escalates vendor performance issues to the TL/Mgr as appropriate.
Process improvement:
Supports continuous improvement initiatives by developing and recommending assigned processes and/or procedures (flow charts, job aids, software tools etc) that support the achievement of service improvements. Ongoing identifies and recommends specific ways to improve core departmental processes, procedures, tools etc. Contributes to cross-functional service improvement initiatives by providing specific expertise and information related to customer requirements and service issues.
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.: 1095336
Job Purpose Statement:
Supports management in achieving demanding technical and service goals for either internal or external customers across EMEA. Focuses on providing the highest standards of customer care whilst analysing and resolving more complex and diverse types of IT service related issues/requirements/ improvements. These often cause disruption to the end-user and can have a significant impact on FedEx or the Customer’s business.
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 - Focuses on more complex and time consuming issues related to technology requirements or products (eg hardware, software, and integrated solutions). Uses established tools and resources (product documentation, peers, suppliers etc), and structured reasoning/technical knowledge to perform an appropriate level of analysis of the specific problem and situation.
Technology/problem analysis:
Focuses on more complex and time consuming issues related to technology requirements or products (eg hardware, software, and integrated solutions). Uses established tools and resources (product documentation, peers, suppliers etc), and structured reasoning/technical knowledge to perform an appropriate level of analysis of the specific problem and situation.
Prioritisation of requests:
Based on the impact of each problem analysed, determines the priority (FedEx or Customer business) and makes a realistic commitment on when the resolution can be achieved. Escalates issues that are technically not resolvable within the group and advises management/sales of serious issues that impact either the FedEx or Customer business.
Provision of solutions:
Develops and implements workable solutions (cost effective, supportable, compatibility etc) for diverse types of problem scenarios. Solutions need to take account of each customer’s specific IT environment. For certain issues, this could involve implementing an interim solution and co-ordinating actions within other groups who would provide the permanent solution. Uses established methods to evaluate and test the solution.
Service level management:
Supports the achievement of optimum service levels by monitoring assigned areas (systems, applications, environment etc) to identify factors that can potentially impact service. Takes appropriate actions to ensure the situation is addressed.Contributes to the development of appropriate tools, and monitoring criteria.
Customer support:
Provides pro-active customer support. Focuses on specific profiles of customer (large/sensitive accounts). Involves providing information, trouble shooting, updating applications or offering support.
Advises the Customer, or FedEx personnel, on any aspect of CT products/technology. Includes complex/high impact queries relating to CT/IT solutions. Either provides the information, or researches to obtain it and provides prompt feedback
IT knowledge & training support:
Uses established methods, materials and learning opportunities to develop and maintain skills and knowledge related to the provision of IT support resolution (technical, process, soft skill) for complex and diverse issues and requirements. Actively promotes the benefits of using approved tools and processes and supports less experienced peers in working with them.
Recommends technical training requirements for specified areas. May contribute to the development and/or delivery of agreed solutions (small group training, presentations, employee and customer job-aids etc).
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 serious exception situations, escalates vendor performance issues to the TL/Mgr as appropriate.
Process improvement:
Supports continuous improvement initiatives by developing and recommending assigned processes and/or procedures (flow charts, job aids, software tools etc) that support the achievement of service improvements. Ongoing identifies and recommends specific ways to improve core departmental processes, procedures, tools etc. Contributes to cross-functional service improvement initiatives by providing specific expertise and information related to customer requirements and service issues.
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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