Strona główna

• Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
• Documents actions taken to resolve enquiries.
• Takes ownership for documenting, and monitoring adherence to all account related processes.
• Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
• Monitors performance through statistical reporting and analysis.
• Analyses and identifies areas of improvement to the service to ensure customer satisfaction
• Prevents negative trends by properly raising and reacting to performance and progress gaps.
• Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
• Builds and enhances strong customer relationships and acts as an escalation point for the customer.
• Takes responsibility for learning about all current customer needs

• Interest in IT operations/service management
• Proven ITIL related job experience (good to have, but not mandatory)
• Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge
• Excellent communication skills (written / verbal)
• MS Office Skills
• Good English written and oral communication skills

HUMAN-CENTRIC ENVIRONMENT

• Friendly atmosphere in the air that you will miss on your day off.
• You are treated with respect, as a person and not only as an employee.
• Work-life balance
• Appreciation of your work, awards program.
• Diverse and international working environment.
• Employment stability.

EMPOWERMENT

• We develop our unique know-how.
• Employees can have an impact on the services provided to clients.
• Openness to dialogue.

WORLDWIDE IT SOLUTIONS

• Access to innovative technologies with which we work on a daily basis.
• Industry-leading solutions, systems and programs.
• Innovative labs.

CAREER CHOICE AND OPPORTUNITIES

• Wide range of trainings, courses, conferences.
• Opportunities for professional growth and promotions.
• Development opportunities in all directions.