IT Service Management Coordinator

Требования

What we can give you

Good compensation and benefits
Interesting work with smart colleagues
Health insuarance
Gym discount
Corporate English lessons
Football team
Partisipating in professional events and corporate events

Обязанности

Responsibilities and Duties

Communicate effectively with multiple Altenar Departments (CAM (Commercial Account Management, Business Support (Risk management, Trading), Product Management to ensure that customer inquiries, and overall satisfaction exceeds expectations.
Help Business Support with your technical expertise.
Harness your technical knowledge to answer questions on the industry and give thoughtful insights on Support trends
Manage the day-to-day trouble shooting activities in ITSM tool. Incident/Request Queue Management.
Problem management coordination.
Change management coordination.
Ensure quality in the information gathered from customer queries and drive solutions within agreed timescales.
Ensure all technical cases are solved with the client’s best interest in mind, and ensure underlying causes are addressed permanently.
Support the Head of Service Management on Metrics reporting
Facilitate maintenance and release schedules.
Complete work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating , often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks if appropriate.
Facilitate the continued development of the KCS, and the overall process on moving to a knowledge management-centric help desk. Contribute to Altenar Knowledge base.