Our
ideal candidate will be responsible for providing outstanding service to our customers, resolving inquiries, and ensuring a positive customer experience:
- Acting as the Single Point of Contact for operational issues and incoming calls requiring escalation beyond the Service Desk team’s capacity
- Monitoring Service Desk dashboards to ensure timely incident resolution according to business priorities and suggesting improvements or escalating when necessary
- Assisting in the preparation and implementation of the transition to a new ITSM Tool
- Documenting, updating, and completing all knowledge articles in the appropriate Self-Service Portal
- Ensuring internal readiness and transferring knowledge for new processes, including writing Standard Operating Procedures (SOPs)
- Preparing and implementing agreements with stakeholders such as Terms of Collaboration, Security plan, SLA, Service desk requirements etc.
- Overseeing service continuity improvements activities