S
Dispatch Support with English | Remote
Companie Verificata
Adaugat: 4 săptămâni în urmă
Stefanini Romania
Dispatch Support with English | Remote
Companie Verificata
Adaugat: 4 săptămâni în urmă
Stefanini Romania
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Companie
:
Stefanini Romania
Functia Jobului
:
Inginerie & tehnologie
Industrie
:
IT si telecomunicatii
Locatie
:
Locatie remote
Tip job
:
Program Full Time
Nivel experienta
:
Junior
Descriere
:
- Monitors relevant ITSM tool queue(s) for new Dispatch support Incidents and Requests, and arranges Dispatch via the On-Demand workforce as needed
- Initiates follow up with On-Demand workforce to ensure Technicians are present onsite within agreed SLAs, with correct information and tools to carry out needed tasks
- Interfaces with the Service Desk as necessary regarding Incidents and requests
- Evaluates ticket classification accuracy and feeds back quality issues into the Service Desk
- Interfaces with appropriate client internal support teams regarding Incidents and Requests
- Pro-actively investigates troubleshooting help for On-Demand workforce, leveraging the client Knowledge Management tool and other sources as required
- Guiding the On-Demand workforce (when they are working in a ‘Smart-Hands' capacity) through manual tasks in client locations, led by pre-defined instructions
- Other tasks required by the Service Delivery Manager / Team Leaders / Line Manager
- Actively assist in keeping the Dispatch backlog and aging / stale tickets under control
- Participates as a team member to achieve established objectives, by:
- Working in close liaison with local and international colleagues (Local Technical Support, Service Desk, Remote Technical Support, and any other teams)
- Working in accordance with Stefanini quality standards, procedures and work instructions
- Reporting on progress, issues and problems to the supervisor; giving suggestions to optimize service offered and work processes
- Agreeing to work non-standard business hours
- If resolution is not possible, they advise of any possible workarounds available to the end user to enable them to continue working whilst the ticket is being escalated to the appropriate resolver-group
- Liaising with multiple teams, both internal and external, client or subcontractor
Sfaturi de siguranta
- Nu trimiteti niciodata BANI in avans sau acte de identitate pentru aplicarea la un loc de munca. Nu trimiteti bani in avans pentru promisiuni de angajare sau alte oferte similare.
- Daca aveti impresia ca acest anunt nu este real, va rugam sa il raportati apasand butonul "Raporteaza Job"
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