Spanish Speaking IT Operation Service Consultant

SV  ‐ Onsite
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Description

Responsibilities:

  • Establish support and maintenance schemas following the best practices in the market, associated with ITIL and eTOM models. Management of service desk team activities
  • Define and implement escalation schemas, Acting as an escalation point where difficult or controversial calls are received
  • Responsible for major incidents and to implement the corrective actions to solve support and maintenance issues in the IT environment
  • Support operational statistics and management reports
  • Representing the Service support operation and maintenance at meetings
  • Arranging staff training and awareness sessions
  • Performing briefings to Support and Maintenance staff on changes or deployments that may affect volumes at the ITO Support and Maintenance level
  • Assisting analysts in providing first-line and second-line support when workloads are high, or where additional experience is required
  • Cover the satisfaction from customer in ITO part

Requirement:

  • At least 5 years of experience in IT support up to 2nd or 3rd Line and have experience with helpdesk/call logging tools and implementing Service Desk policy and SLA's
  • Working experience of managing support and maintenance processes in Telecom, Managed Service, System Integration, Management Consulting field or similar industry is preferred
  • Knowledge of implementing SLA's and best practice
  • Deep understanding of ITIL is preferred
  • Fluent in English and Spanish
Start date
ASAP
Duration
12 months
From
Networkers
Published at
26.01.2017
Project ID:
1276641
Contract type
Freelance
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