Service Quality Analyst - Barcelona

Información del Proceso CVs inscritos en el proceso: 18

Service Quality Analyst

Page Personnel
16/04/2018

Descripción

* Highly organised, data driven with strong analytical skills and attention to detail with the ability to analyze problems, determine and recommend solutions and drive the desired outcome

* Ability to aggregate complex data in a clear and consistent manner, experience in generating and presenting regular service performance reports for senior management and stakeholders that establishes rapport, establishes trust and gains understanding

* Excellent oral and written communication skills

* Strong Customer service skills and passionate about service excellence

* Business awareness of the impact of service levels and any associated failures

We are looking for a Service Quality Analyst who assist and support the implementation and monitoring of the continuous improvement programme for GTS teams across the globe.

Detalles del cliente
Multinational

Descripción de la oferta
IT Support
* Maintain standard procedures to handle incidents and service requests
* Create / update operational, delivery, management and strategic processes
* Organize and maintain documentation repositories and workflows
* Create Technical and Management document templates

IT Delivery
* Change Management Problem Management
* Maintain/Update SLA/KPIs
* Design, implement, monitor and report on Service Level Agreements and Key Performance indicators Maintain and oversee the Service Delivery audit engagement for all related deliverables


IT Operations
* Daily monitoring of the problems and changes, information level provided, overall ticket dispatch performance
* Mentor and train peers on GSD (ticketing tool) and problem management facilitator during major incidents.
* Effectively communicate with the Regional Level 1 and 2 IT Support Groups
* Keeping user experience and expectations always front of mind


Oferta de empleo

Good Salary and Project.


Tecnologías
Funciones Profesionales

Detalles de la oferta
  • Experiencia: 1 año
  • Tipo contrato: Indefinido
  • Jornada: Jornada completa
  • Honorarios: No especificado
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