there were Total 05 (Five) Vacancies of Support Engineers for the Regular and Weekend Support for Our Core Products. Min Exp. Req. 2 to 3 years in the Related Industries
Proactively and reactively identify Service Improvement activities which will provide service excellence to the colleagues and via relevant measurement/trending and provide regular reports on progress. Identify and own Service Improvement Plans through to recovery.

•         Proactively and reactively identify Service Improvement activities which will provide service excellence to the colleagues and via relevant measurement/trending and provide regular reports on progress. Identify and own Service Improvement Plans through to recovery.

•         Be fully aware of, support and utilize Customer Service RAG, Complaints, Customer Satisfaction Surveys, QCs and other processes to identify and drive improvements ensuring poor service performance is turned around quickly and effectively.

•         Own root cause analysis of all SLA failures on Platinum, gold and Silver services and driving actions required to improve through to completion.

•         Own MAFPOC analysis and development to promote shift left of knowledge and increased FLR rate.

•         Develop and trial new initiatives within the IT Service Desk.

•         Develop in-depth understanding of services supported by IT and coach colleagues to ensure that knowledge and understanding is shared across 24x7 operation

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