Job Description:
Mandatory skill required –
Participate in EUC Field Service transition activities
Assit and be part of Knowledge gathering and documentation from External Customers and/or Incumbents
Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
Due Diligence with customer prior to RFP & BAFO submissions.
Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
Create Process Document of current service for the customer and Partner.
Work closely with our Third Party Partner
Understanding of Desk side Support duties and process
Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
Active management and coordination of workload in the region
Review of open and assigned tickets as directed by the tower lead
Assist delivery lead in reviewing and verifying vendor invoices of hardware assets
Strong understanding and skills in SLA, KPI Management
Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
Effective communication in English mandatory, any local languages or one of European Language is favourable.
Good to have skills –
Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
Knowledge of in outsourcing and managed services
Highly proactive solution driven approach
Expert in escalation management
Strong Interpersonal skills and customer Relationship skills
Problem solving and root cause analysis
Networking and building relationships (internal and external)
Being visible to customer and internal teams
Required level of additional language – German and English