25-09-2014 | EXPIRA LA 25-10-2014
Job expirat
Key Responsibilities (% of Time):
1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (35%)
2. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%)
3. Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and Root Cause and develop strategies for improvement. Work to make Service Desk the single source of information and contact for end users. Monitor and manage phone, email and ticket queues (participating in escalated calls as needed). (20%)
4. Oversee knowledge base and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organisation. Advise management on situations that may require additional client support or escalation. (10%)
5. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%).
*Strong knowledge and experience of working in an ITIL-based environment using an IT Service Management system for tracking operational issues e.g. incidents, problems, changes
*Demonstrates extensive experience ( min 3 yrs) of working in a high volume inbound customer-focused environment of Service Delivery and Support
*Proven experience of delivering service in an IT operational environment
*Fluent in business German and English language - written and verbal
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
