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Junior Major Incident Management Analyst
Firma: cpl jobs miejsce pracy: Poznań
For an international organization that provides IT services for Internet strategy and development and complete life cycle system support, we are currently looking for experienced Candidates for a position of:
**Junior Major Incident Management Analyst**
Workplace: Poznań
The Person working on that position:
- is the primary escalation point for IT services critical issues, ensuring that agreed services are delivered when and where they are supposed to be delivered.
- is dependent upon all the other areas of Service Delivery providing the necessary support that ensures the agreed services are provided in a secure, efficient and cost effective manner.
- provides incident triage, Escalation Management, and supervises the lifecycle of “Critical” incident.
_Responsibilities_
•Liaison between Level 1, 2, 3 and customers
•Assign ticket to Designated Solver Group
•Management of Client “Critical Incident” Communications:
•Management of SLA’s for Open Tickets
•Follow up on Open Assigned Tickets (TCO) and Trending
•Creating/Updating SLM processes and documentation
_Requirements_
• 2-3 years of prior Experience (SLM or Service Desk), Minimum of 2+ years working in a Large IT Service environment.
•1 year experience with CA Unicenter Service Desk or related ticketing system
•Basic knowledge of IT terminology
•Basic ITIL Foundation Training (V3/V2)
•Previous experience with Incident, Problem and Change Management
•Excellent customer service skills
•Excellent command of English (German as the second language is a Plus)
•HDI certificate will be an asset
•MCP certificate will be an asset
OSOBY ZAINTERESOWANE PROSIMY O PRZESŁANIE CV W JĘZYKU POLSKIM I ANGIELSKIM NA ADRES: agnieszka.grabowska@cpljobs.pl
Data dodania: 07-03-2012
Wyświetleń: 1433
Wyświetleń: 1433