This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
Take day-to-day responsibility for assigning incidents through the client’s or PMC’s incident management system.
Conduct regular reviews of logged incidents, identifying trends and recurring issues to escalate to the Problem team.
Lead the transition process for new clients and the integration of new technologies to Level 1 and Level 2 support.
Ensure successful client transitions to PMC Level 1 and Level 2 support teams.
Champion the implementation of standard operating procedures and support best practices within the team.
Perform root cause analysis for complex and major issues.
Share domain and technical expertise, providing technical mentorship and cross-training to new and existing team members.
Resolve incoming technical issues within expected technical capabilities.
Recognize the impact of non-delivery on PMC’s reputation with clients.
Develop and maintain a knowledge base for each new customer added to the Service Desk.
Requirements:
Comprehensive understanding of the ITIL Framework (certification preferred).
Proven ability to collaborate effectively with cross-functional teams.
Demonstrated capability to mentor and train team members.
In-depth knowledge of standard operating procedures and support best practices.
Proficiency in Windows troubleshooting and SQL.
Expertise in diagnosing problems through the analysis of logs, error messages, and application performance.
Experience with MS SQL, including the ability to independently run and create basic queries to retrieve results from the database and perform modifications.
Nice to have:
Good communicator – Written & verbal
Stakeholder management – Internal & external
Comfortable in customer-facing situations
Passion for continual improvement & focus on end user/customer experience
Exhibits a proactive and solution-oriented personality.
Demonstrates a quick learning ability with a strong interest in acquiring new knowledge.
Reliable and accountable, capable of managing client interactions effectively.
Skilled in remotely diagnosing and troubleshooting PC, printer, and software/application issues.
Proficient in researching solutions and creating knowledge base articles.
Responsible for ensuring that incidents requiring urgent attention are escalated according to the established escalation management procedure.
Knowledge of the retail IT domain is an added advantage.