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IT Technical Support (2nd level)
BechtleBudapest, HU30+ days ago
Job descriptionITIL certifikáció és az ITIL folyamatok gyakorlati ismerete Folyékony német és angol nyelvtudás A jegykezelő rendszerek alapos ismerete (különösen a ServiceNow) Ügyfélkezelésben szerzett tapasztalat Célorientált, proaktív és együttműködő hozzáállás Analitikus gondolkodás Magas megoldásorientáltság Magas kiszolgálás és szolgáltatási mentalitás Felhőkörnyezetben szerzett tapasztalat előnyt jelent (pl. Azure, O365, AWS, Adobe, Google stb.) Webshop megoldások támogatási területén szerzett tapasztalat előnyt jelent API hívások, SQL query-k kezelése / ismerete előnyt
Pozíció leírása :
- A kritikus incidensek, hibák, incidensek és problémák end-to-end koordinációja és megoldása a www.bechtle-clouds.com platformhoz
- Kommunikáció, koordináció és riportálás a Bechtle vezetősége, partnerosztályai, ügyfelek és beszállítók felé, valamint részvétel a megbeszéléseken
- A folyamatok és a napi munka hatékonyságának és minőségének javítása
- Az SLA-k és OLA-k figyelése és betartása az ügyfelekkel és a szolgáltatókkal
- A support minőségének nyomon követése és javítása KPI-k és célok segítségével
- A vevői elégedettség növekedése
- Szolgáltatásmenedzsment eszközök fejlesztése és bővítése, mint például munkafolyamat automatizálás (RPA, UI-Path vagy hasonló)
- ITIL folyamatok és szabványok fejlesztése és bővítése
- Dokumentáció, tudásbázis és problémakezelés fejlesztése, bővítése
Elvárások :
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It Support • Budapest, HU
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