Technical Service Manager
hace 5 meses
Overview:
PURPOSE
KEY RESPONSIBILITIES
- Provide support to internal and external customers in accordance with departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
- Ensure established Service Management processes and procedures are understood and followed to the highest standards and co-ordinate problem resolution with the appropriate resolver groups.
- Support Global Sales teams with completion of Requests for Proposal (RFPs) and product demonstrations when required.
- Provide product process and solution consultancy to customers and internal SITA teams as required.
- Conduct audits of customer as well as internal processes and procedures and suggest improvements.
Qualifications:
EXPERIENCE
- 4-6 years of previous proven experience in providing solutions to IT systems.
- Has provided services as a 2nd or 3rd technical engineer support for minimum 2 years.
- Interested in joining a global company and be part of our multinational team.
- Good understanding of IT infrastructure, troubleshooting and customer support.
KNOWLEDGE & SKILLS
- Operating knowledge of Microsoft Office products.
- Familiarity with ITIL and service management practices and procedures.
- Ability to analyze draw conclusions and create solutions to customers' moderately complex problems.
- Ability to build relationships with peer and management levels both with clients and the company management.
- Ability to prioritize work work under pressure and multi-task.
- Ability to use a team approach to solve problems when appropriate.
- Ability to demonstrate agility flexibility and innovation in an environment where priorities and tasks can change rapidly.
- Ability to work in a multi-cultural and diverse business environment.
EDUCATION & QUALIFICATIONS
- Bachelors/University degree in related field or equivalent work experience required.
- ITIL Foundation Certification
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