Description
The consultant will be primarily responsible for getting control and stable performance on ticket backlogs incl. Work Orders for Belgium in HPSM9.
Moreover the consultant will handle:
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1st level ticket reception and resolving
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Answering the calls within agreed SLA and creating tickets according to process
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Working on e-mails related to new and open tickets
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Reviewing and updating tickets based on received emails from end users
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Translations of End User information into technical related information
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Answering e-mails from the SMEs/Level 2 regarding escalations and taking corrective actions on these tickets
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Follow up on requests for additional information on email
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Provide feedback on P1 and P2 tickets by phone
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Following up on dispatched tickets
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Call back to the end user if required (to get more info, to perform tests, or to confirm Incident resolution)
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Following up on cases with resolving team as per end user request and via ILC (Incident Lifecycle Coordinator)
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Log on to required tools and be available on the phone according to agreed schedule
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Capture improvement possibilities and report
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Provide information related to improvement projects and initiatives
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Connect remotely to end user PC trying to identify, classify or fix the issue when required
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Update tools such as AMMO and FlexDeploy with administrative information
Description of Mandatory Fields
1. Fluency in English, spoken and written, including the ability to communicate clearly and concisely with non-technical, non-native English speakers on IT related matters
2. Capacity to absorb large quantities of information during training; eagerness to learn and ability to go and look for information where it is available
3. Being able to do administration in an organised, methodical, structured, process oriented and meticulous way
Skills and competence
Junior consultant/Consultant
Required skills and competences
Level Check the level required
Communication with internal customers in a professional way: Very High
PC knowledge (Windows 7, MS Office): Medium
General knowledge of IT (IP addresses, security groups in AD, drive mapping, etc.): Medium
ITIL knowledge: Low
Used to a multicultural environment: Low
Self-driven: High
Ability to handle a rapid changing environment: Medium
Assertive: Medium
Service minded: Medium
Team player: Medium
Reliable: High
Willingness to make pro-active phone calls to inform users about status: High
High level of concentration: High
Language requirements
English, French, Dutch