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Helpdesk Customer Care Coordinator
Eingestellt von Sirius Business Group
Gesuchte Skills: Support, Client, Network
Projektbeschreibung
HELPDESK CUSTOMER CARE COORDINATOR
We are looking for our Client in Oslo ASAP a responsible Helpdesk customer care coordinator.
The Helpdesk coordinator is part of the team supporting the 3rd line support for software support/network faults request and Hardware requests.
KEY TASK:
. Monitor the email, phone and response within the given KPI's
* Receive fault/spare part reports from end users and register/solve these in the service Desk tool
* Validate fault reports from end users before escalating them to either internal support functions or sub vendors
* Escalate tickets that has breached SLA to Line Manager
OTHER TASKS:
. Create impact when sub vendors are reporting in planned work that can impact
* Escalations towards sub suppliers in accordance to SLA agreements
* Documentation work ( technical and process/work routines)
* Training in how to use the service desk tool and other 3rd line related routines
* Incidental working in shift, in case of high business demand and/or extra support of team members
SKILLS AND REQUIREMENTS:
. Service Desk/customer support experience
* ITIL experience
* Excellent Norwegian and English
* Norwegian citizenship or living at least 10 years in Norway
* Relevant work experience can compensate for lack of formal education
PERSONAL SKILLS:
* Outgoing, professional, service minded, self-driven and customer orientated
* Thorough, organized, determined, reactive and efficient
* Good social skills, between co-workers and customers
* Able to keep a good overview on ongoing faults and prioritize important tasks.
* Able to handle stressful situations if major faults occur in the system
* Process oriented
Sirius Business Group is a consultancy working within IT, Telecom, Transportation and Energy.
We are looking for our Client in Oslo ASAP a responsible Helpdesk customer care coordinator.
The Helpdesk coordinator is part of the team supporting the 3rd line support for software support/network faults request and Hardware requests.
KEY TASK:
. Monitor the email, phone and response within the given KPI's
* Receive fault/spare part reports from end users and register/solve these in the service Desk tool
* Validate fault reports from end users before escalating them to either internal support functions or sub vendors
* Escalate tickets that has breached SLA to Line Manager
OTHER TASKS:
. Create impact when sub vendors are reporting in planned work that can impact
* Escalations towards sub suppliers in accordance to SLA agreements
* Documentation work ( technical and process/work routines)
* Training in how to use the service desk tool and other 3rd line related routines
* Incidental working in shift, in case of high business demand and/or extra support of team members
SKILLS AND REQUIREMENTS:
. Service Desk/customer support experience
* ITIL experience
* Excellent Norwegian and English
* Norwegian citizenship or living at least 10 years in Norway
* Relevant work experience can compensate for lack of formal education
PERSONAL SKILLS:
* Outgoing, professional, service minded, self-driven and customer orientated
* Thorough, organized, determined, reactive and efficient
* Good social skills, between co-workers and customers
* Able to keep a good overview on ongoing faults and prioritize important tasks.
* Able to handle stressful situations if major faults occur in the system
* Process oriented
Sirius Business Group is a consultancy working within IT, Telecom, Transportation and Energy.
Projektdetails
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges