Technical Support Specialist

Дата размещения вакансии: 14.01.2021
Работодатель: Altenar
Уровень зарплаты:
з/п не указана
улица Гагарина 5
Требуемый опыт работы:
не требуется

The IT Service Management Coordinator will be part of an Operations team that bridges together the Altenar client-facing teams and the Technology Development/Operations teams. You will work closely with our tight-knit Commercial Account Management, Risk management and Customer service teams to ensure smooth definition of technical requirements and efficient resolution of issues. The right candidate needs to be a critical thinker, inquisitive and aggressively attentive to detail with the right level of technical understanding to bring business and technical people together.

Responsibilities and Duties

  • Communicate effectively with multiple Altenar Departments (CAM (Commercial Account Management, Business Support (Risk management, Trading), Product Management to ensure that customer inquiries, and overall satisfaction exceeds expectations.
  • Help Business Support with your technical expertise.
  • Harness your technical knowledge to answer questions on the industry and give thoughtful insights on Support trends
  • Manage the day-to-day trouble shooting activities in ITSM tool. Incident/Request Queue Management.
  • Problem management coordination.
  • Change management coordination.
  • Ensure quality in the information gathered from customer queries and drive solutions within agreed timescales.
  • Ensure all technical cases are solved with the client’s best interest in mind, and ensure underlying causes are addressed permanently.
  • Support the Head of Service Management on Metrics reporting
  • Facilitate maintenance and release schedules.
  • Complete work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks if appropriate.
  • Facilitate the continued development of the KCS, and the overall process on moving to a knowledge management-centric help desk. Contribute to Altenar Knowledge base.

Qualifications and Skills

  • Good communication skills in English (oral and writing)
  • Working knowledge of web technologies at a conceptual level.
  • Good understanding of ITIL would be a plus
  • Experience with ITSM tools
  • Some exposure to technical studies would be an advantage
  • Ability to present information in formal or informal settings to all levels of an organisation

What we can give you

  • Good compensation and benefits
  • Interesting work with smart colleagues
  • Corporate English lessons
  • Partisipating in professional events
  • Tea, coffeу and cookies :)