Description
The consultant will be primarily responsible for getting control and stable performance on ticket backlogs incl. Work Orders for Belgium, Switzerland and Germany in HPSM9 and Propel.
Moreover the consultant will handle:
- 1st level ticket reception and resolving
- Answering calls within agreed SLA and creating tickets according to process
- Handling e-mails related to new and open tickets according to process
- Writing ticket updates within SLA
- Follow-up on incidents and requests, including actively calling people
- Translations from German to English and vice versa, according to the needs
- Translations of End User information into technical information and vice versa
- Capturing of improvement possibilities
- Remote connection to end user PC's in order to identify, classify or fix issues when required
- Keeping Asset Management and Documentation up to date, using tools such as AMMO FlexDeploy, the Mobile Phone Usage reporting tool, etc.
- Procurement and/or Goods Receipts according to process
- Requests for approval and packaging of new software, according to the process, including the writing of installation documentation for the packaging team and the necessary chasing
Ideally, the consultant will also:
- Use Service desk reporting (SM9 interactions, SM9 incidents, Propel requests, BT call centers stats, etc.) to identify the need for additional information/training
- Train the rest of my team on items related to Service Desk procedures, according to the needs identified
- Act as key counterpart for the Service Coordinator, ensuring communication between that role and the ITSS team.
Mandatory Fields
Please note that presented consultant most dispose of all 3 (three) underneath stated fields. Presented consultant not disposing of all 3 (three) stated fields will not be considered.
Description of Mandatory Fields