ITSM Coordinator

Job Summary:

• Logging and dispatching, tracking and monitoring of IT service requests from different customers
• Assessment of service requests with respect to contractual obligations, completeness and correct allocation of service classes
• Clarification of service requests with customers and internal staff via telephone or mail
• Point of contact for customers in all matters regarding the Request Fulfillment process and the statuses of service requests (written/verbal)
• Monitoring of compliance with Service Level Agreements and, where necessary, initiation and administration of hierarchical escalations
• Contributing to the enhancement of used tools
• Analysis and optimization of tool-based workflows
• Preparation internal and customer reports about the status of services requests
• Evaluation of customer satisfaction based on surveys

Required:

• Experience in administrative work and processing, experience in IT- Request Fulfilment is an advantage
• Ability to communicate in  German and English (spoken and written)
• Good Microsoft Office skills (Excel, Word, Outlook, Access)

• Experience with and interest in communication with customers and employees (domestic and abroad)

• Strong capacity for teamwork and dedication for work
• Independent, responsible and proactive working methods
• Assertiveness
• Knowledge of used ITSM and order tools is an advantage

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Reach @ | jobs@madhees.com |

Technical Support Specialist – 3+ Years

 Looking for Technical Support Specialist who had experience in handling UK based customers with 3+ Years of Experience.This opportunity is with one of the Multinational Conglomerate in hyderabad.

Roles and Responsibilities:

• Helpdesk Ticket Triage, Queue Management and Incident Resolution

• Knowledge of Incident Management and working experience with IT Service Management tools ( Service Now, BMC Remedy etc.)

• Excellent customer service skills with good English communication

• Team player and must be able to work with global teams

• Provide Remote End-user technical support for all hardware / software and peripherals.

• Provide remote End User training to enhance the user experience by raising awareness and improve productivity.

• Ensure that the required security and patch levels are met and maintained pertaining to SCCM (System Center Configuratino Manager) / ePO ( McAfee ePolicy Orchestrator) & Websense on Servers & PC’s

• Active Directory User Account Management, DHCP & DNS.

• Support and Troubleshoot deployment of apps (E-mail) in Mobile Devices primarily iOS and Android

• Set up and maintain site network file structures, access rights, network security, network users, network printing and desktop user environments.

• Working knowledge of deployment of Windows 7 Operating System and software installations including MS Office 365, Antivirus software

• Good understanding of handling WAN (Wide Area Network) circuit outages via monitoring tools and working with the business and the service providers to resolve WAN outages.

• Troubleshoot and resolve problems encountered in the use of all site systems and desktop applications.

• Knowledge of Escalation matrix and ability to work through the escalation process.

Required :

• Education: Bachelor’s Degree
• At least 3 years experience in relevant position
• Must have good spoken & written English to support UK based customers

Preferred:

• Master’s degree
• Previous Lean or Six Sigma or other continuous improvement experience
• Ability to read,write,analyze, and interpret technical data

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Mail us jobs@madhees.com