Data?1548511225
Service Controller @ DMS

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
  • Formação certificada pela DGERT na área das TI

Candidate-se

  • Envie o seu CV actualizado para [email protected] com a referência "Service Controller"