Details:
Job Description
- Coordinate the daily execution of the incident management process.
- Facilitate regular incident review meetings.
- Communicate changes and issues in the environment which may affect service desk and deskside incident volume.
- Identify opportunities minimize exceptions to processes, and propose framework for sustainable practice.
- Monitor the effectiveness and efficiency of the incident management process.
- Identify functional escalation point for tickets when required.
- Oversee the lifecycle of all open incidents/requests in order to communicate issues or potential issues with vendors, clients, Stefanini technicians and leadership resources, and detect and prevent SLA and/or KPI breaches.
- Coordinate the broadcasting of status updates to key stakeholders and resource and leadership teams.
Job Requirements
Details:
Bachelors degree or equivalent work experience preferred. Typically requires a minimum of 2 years of related experience.
- Experience with Service Desk or Deskside projects.
- Minimum 4 years experience in an incident control role.
- Understanding of technician documentation requirements.
- Strong customer service experience.
- Ability to work in a dynamic team environment, as well as independently, with limited supervision.
- Ability to identify problem areas and feed this information to service delivery.
- Excellent oral and written English communication skills.
- Solid understanding of Microsoft Outlook, Excel and Word 2010.
- Strong organizational and prioritization skills, with focus on attention to details.
- ITIL foundation certified.
- Attendance and schedule adherence are requirements for this position.
- Knows and applies fundamental concepts, practices and procedures of particular field of specialization.
- May develop advanced skills using tools and equipment appropriate for the position or specialization.
- Using established procedures and working under immediate supervision, performs assigned tasks.
- Work is routine and instructions are usually detailed.
- Resolves routine questions and problems, and refers more complex issues to higher levels.
