Description
Edelway is an IT Swiss Business Service Consultancy with over 200 consultants in Europe. We are now looking for a Service Management Assistant to work on our Global client side.
Location: Valencia
Working languages: English (with excellent communications skills)
Start Date: 15.4.2017/02.05.2017
Salary: negotiable
Duties and responsibilities:
*Assisting in updating the technical information database, the Configuration Management Database, Change Management workflow, CRM system, other Service Management related systems, procedures and operating level agreements;
*Assisting in drafting, developing or improving service policies, service reports or technical documentation;
*Following up customer complaints and incidents when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents;
*Assisting in providing training for Client partner supported systems or processes;
*Logging service calls and emails in the customer CRM system;
*Analyse and resolve incidents on Client supported services according to established operational procedures;
*In case of emergencies, provide support (either on-site or remotely using VPN connectivity) outside normal working hours.
*Provide standby and on-call support, if and when required.
*Work in shifts as part of Client's extended service coverage scheme, if and when required.
*Perform other duties as required.
Technical Skills:
*ITIL foundation certification
*Experience in reporting or database querying (ie Transact SQL)
*Experience in working for a service provider
*Very good English communication skills to manage relationships with customers and internal teams
*Experience in drafting technical documentation
Education and Experience:
*Degree in IT related area or engineering. Alternatively, degree in other area supplemented by training in IT, preferably with diploma.
*At least two (2) years of experience in information technology or related area, including at least one year (1) working in an IT service provider (ie Service Desk, Application Support).
*Desirable: Certification in ISO/IEC 20000 Foundation
Languages:
*Very good knowledge of English (both written and verbal) is required.
If this sounds like your next challenge, please send us your updated CV (see below) and we will contact you shortly to discuss it in more details.