Service Request Manager

Grafton Slovakia, s.r.o.

Miesto práce
Celé slovensko, Košický kraj, Košice
Pracovná oblasť
Informatika - software, Informatika - správa systémov
Zmluvný vzťah
Pracovná zmluva
Typ úväzku
Práca na plný úväzok
Druh pracovného pomeru
Informatika - software, Informatika - správa systémov
Ponúkaný plat
1 400 - 1 700 EUR / Mesiac
Požadované vzdelanie
Vysokoškolské II. stupňa
Náplň práce
- Taking care of IT services delivery to our customers all over the world
- Improvement and innovation activities towards ITSM processes improvements
- Logging and dispatching, tracking and monitoring of IT service requests
- 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
- Daily cooperation with high-technical teams to deliver satisfaction to our customers
- Monitoring of compliance with Service Level Agreements and, where necessary, initiation and administration of hierarchical escalations
- Service Request Reporting
- Support of escalation from Management and Customer perspective
- Continual Service Improvement activities within Service Request Management process
- IT background (understanding of terms used in IT)
- Ability to speak English B2+ (Fluent speaker + great write/read), German language would be a plus Good skills in MS Office products (Excel, Word, PowerPoint)
- Excellent interpersonal, communication and organizational skills
- Self-driven to achieve goals independently as well as work in team
- Experience with ITIL or process design is an advantage
- ITIL v3 Foundations certification is an advantage
- Web based ITSM tool experiences is an advantage
- University degree preferred (can be substituted by at least 4 years of experience in IT Service management area on similar position)
Grafton Slovakia, s.r.o.
Murgašova 3, Košice, Slovensko
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