managing and closing support calls to ensure quick valid response and resolution, and prevent non-compliance to Service Level Agreements (SLAs) in line with ITIL defined processes · Visiting Customer sites, for regular visits, ad-hoc requests, proactive visits, desk-side support or projects, as required. · Deliver outstanding customer service, perception more »
their queries and/or issues Manage Major Incidents by following major incident management process & communication (customers & internal management) Manage Service Desk tickets following ITIL guidelines as outlined in the Service Desk Call handling procedures or as directed by the Team Lead and Provide deeper analysis with some assistance from … from established procedures by performing a structured work assignment Use existing procedures to solve routine or standard problems Knowledge, Skills and Abilities: Knowledge of ITIL Service Management Excellent customer service skills Continues to build knowledge of the organisation, processes, and customers Use prescribed guidelines or policies to analyze, troubleshoot and … and prioritization skills Clearly client-oriented with a strong focus on quality and efficiency Ability to adapt 9-hour rotating shift schedule Knowledge of ITIL service desk & tool (ServiceNow, JIRA) Knowledge of air cargo industry an asset Languages: Fluent English (verbal and written); other languages considered an asset Has conceptual more »
