Description

Perfil ideal

• Minimum 2 years experience in Service Controlling
• Knowldeg of ITIL Processes
• English spoken and written
• Presentation skills
• Attention to detail
• Prioritiazation ability

Responsabilidades

• Responds to contractual incidents, alerts and complaints by identifying, monitoring and recording information
• They will work closely with Service Delivery Management and Process Management and will be aligned to the customers
• Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries
• Documents actions taken to resolve enquiries
• Takes ownership for documenting, and monitoring adherence to all account related processes
• Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue
• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments
• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA
• Monitors performance through statistical reporting and analysis
• Analyses and identifies areas of improvement to the service to ensure customer satisfaction
• Prevents negative trends by properly raising and reacting to performance and progress gaps
• Owns and accepts personal responsibility for customer problems and champions customer issues to resolution
• Builds and enhances strong customer relationships and acts as an escalation point for the customer
• Takes responsibility for learning about all current customer needs

Local

• Lisboa

Trabalhar connosco

• Integração em empresa multinacional nossa parceira de referência na área das TI
• Na Desarrollo de Medios y Sistemas Portugal – DMSTI, os consultores integram projectos desafiantes, com base tecnológica em diversos sectores de actividade

Candidate-se

• Envie o seu Curriculum Vitae actualizado, para o e-mail: [email protected], com a referência “Service Controller”