Your daily activities:
- You will check disturbances during the night/weekend in personal and group mailboxes, BK. Action any related tickets that need urgent attention;
- To check on new information about requests that needed more details for the intake (validation). Add this information to the request and validate the request again;
- To check for new Incidents / Changes / Problems / Workflow tasks / Interested Parties, Validate and assign and, if correct, assign to an analyst or close if possible. Contact requester if necessary;
- To check the “My Pending tasks” take action; If you are the backup work planner, check on “Pending tasks”, take action upon these;
- To check your mail in the group mailbox(es) and take action on them if needed;
- To prepare daily call based on the daily reporting as described. Make sure you know which tickets in your scope need attention;
- Coordinate multiple changes at a time, without loss of attention to detail;
- Planning today’s production work, checking and completing ready work in system and overdue requests;
- Builds an action plan for improving the Customer Satisfaction Surveys if needed;
- Validation of new work from OSM-Q, OSD, and Customer portals.
What we wish from you?
- Technical university degree or a similar qualification;
- Professional experience in: Ticketing system knowledge; Work instructions/procedures;
- IT infrastructure (ITIL Foundations is a plus), knowledge of IT SLA's, Key Performance Indicators;
- Customer Relations would be a plus;
- You have initiative and flexibility;
- You are eager to improve your technical skills;
- Deep understanding of English and/or French/German.
We care about our employees' personal happiness through:
- We offer you training and certifications: Ongoing In-depth training with current and emerging products and technologies.
- We have flexible benefits for you: Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop.
- Compensation: offer competitive pay and benefits packages and relocation bonus.
- Have extra vacation days relying on your experience.
