Job Summary:

Service Process Controllers will respond to contractual incidents, alerts, and complaints by identifying, monitoring, and recording information. They will work closely with SD Lead and Incident Coordinator and will be aligned to one or more internal users.  

Main Duties and Responsibilities:

Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
 

Documents actions taken to resolve enquiries.

Takes ownership for documenting, and monitoring adherence to all account related processes.

Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.

Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.

Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.

Monitors performance through statistical reporting and analysis.

Analyses and identifies areas of improvement to the service to ensure customer satisfaction

Prevents negative trends by properly raising and reacting to performance and progress gaps.

Owns and accepts personal responsibility for user problems and champions customer issues to resolution.

Builds and enhances strong user relationships and acts as an escalation point for the customer.
 

Takes responsibility for learning about all current customer needs

 

Qualifications and Education:
 

At least High school diploma or equivalent

IT related studies or previous IT Desk and incident management experience.

Key Performance Indicators:
 

Control the resolution of incidents to agreed service levels

Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
 

Act as point of escalation when closure of an incident is disputed by the user

Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties

Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures

                                                                                   Work Experience:

Previous experience in the responsibilities described – (preferable)

Awareness to ITSM tools – (ServiceNow preferable)

Utilizes technical skills to resolve end user incident and service request tickets for IT services and products

Ability to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documents

Ability to perform multiple activities at the same time

Maintain and enforce operational procedures, as well as complete all necessary documentation

Technical Skills: (Certification, Licenses and Registration) 

Knowledge of Microsoft Office suite

Excellent computer skills

Knowledge in SD Ticketing system’s (Snow preferable)

Confidence and an enthusiastic telephone manner
 

Change Management, Network Support, Application Support experience - (preferable)

 
Client Services Management

Communication and other Skills

Fluency in English (B2 or higher)

Good communication skills and teamwork ability

Ability to problem solve and think critically

Ensure users have a good experience with Service Desk

Successful management and implementation of changes,

Successful production of documentation