Beschreibung
Support Engineer/Contract/Hamburg Germany
Exciting Contract commencing April 2013 in Hamburg Germany to join our client on a global market leader.
The project will be an initial 12 month Contract with a further 24 months of work. Candidates will need English and German.
Client Objectives:
To report on the delivery of Helpdesk & Access request services according to service levels agreements and OLAs contractually defined with ESP within the ServiceDesk contract. Also defines and follows the progress of the required corrective actions to be led to meet the objectives (and participate to actions achievements)
Activities:
o Consolidate day to day monitoring and reports according to ServiceDesk contract SLAs & OLAs.
o Ensure a smooth and efficient communication with Service management & Service Operations participants (physical meetings, telephony conference).
o Ensure a smooth and efficient communication with Service Desk customers (physical meetings, telephony conference, user committee participation).
o Receive, investigate and track end-users and customers' complaints and escalations.
o Analysis and escalation on incidents or requests, including detailed management of resolution through to closure where required.
o Operational tracking of Incident & Request processes and resolve issues and inefficiencies within the concerned processes.
o Define, consolidate & follow progress of corrective actions to be led to meet the objectives (and participate to actions achievements).
o Continuous improvement of processes within Incident & Request Management: as-is & gap analysis, improvement plan proposal.
o Pro-active improvement of processes within Incident & Request Management: technology watch, improvement plan proposal.
o Transnational project contribution (ad hoc), as required.
o Report progress to client IT domain and to client Service Desk teams
For further details, please don't hesitate to apply.