IT Service Support Representative

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

The FedEx family of companies represents a $30 billion corporation that offers the broadest array of transportation, e-commerce and supply chain solutions in the world. The largest of the companies is FedEx Express, which provides the most reliable express delivery service, delivering in one or two business days to over 220 countries around the globe. FedEx Express serves customers in five large geographical regions, one region being Europe, Middle East and Africa (EMEA).


Job Purpose Statement:

Focuses on developing the required technical skills and knowledge needed to analyse and resolve different types of routine IT service related issues/requirements/ improvements. With appropriate guidance works on assigned areas, escalating any issues impacting service levels. Focuses on providing the highest standards of customer care throughout each transaction with internal or external customers.


Job Size: Provides technical support for internal or external Customers in multiple countries/EMEA level.


Key Accountabilities:

Customer Care - Supports C.E by developing and maintaining effective working relationships with each customer. Takes ownership of their request and provides a consistently high standard of customer care.

Adapts behaviour/communication to take account of the customer’s technical knowledge, urgency and importance of their issue or question, cultural or individual requirements. Keeps the Customer informed on the status of progress.

Technology/problem analysis - with an appropriate level of guidance, uses established tools, processes & resources (product documentation, peers, suppliers etc) to perform analysis of defined types of standard CT related issues.

Prioritisation of requests - Based on the impact of each problem analysed, determines the priority (FedEx or Customer business) and makes a realistic commitment on when the resolution can be achieved. Escalates issues that cannot be resolved within the group to a more experienced peer or CT/IT management. May perform defined follow up actions.

Provision of solutions - Implements standard types of solutions for assigned issues. Follows established procedural steps to ensure the problem is correctly fixed. Escalates potential issues to the appropriate peer/management.

Service level management - Supports the achievement of optimum service levels by monitoring assigned areas (systems, applications, environment etc) to identify pre-defined factors that can potentially impact service. Escalates potential issues.

Customer support - Provides pro-active customer support. Contacts specific profiles of customer to either provide information, or update applications.

Responds to routine queries relating to standard CT solutions. Either provides the answer, researches to obtain the information, or escalates to the appropriate area.

IT knowledge & training support - Uses established methods, materials and learning opportunities to develop skills and knowledge related to the provision of IT support resolution (technical, process, soft skill) for defined types of issues and requirements.

Vendor co-ordination - Contacts approved vendors to provide an accurate and complete summary of a specific issue or service requirement. Uses established tools to log and monitor the progress of each issue through to successful resolution. Follows up with the vendor when needed to ensure service levels are attained, keeping the customer updated on any delays, checking the solution was successfully implemented. For all exception situations escalates vendor performance issues to the Snr/TL/Mgr as appropriate.

Support functions- Performs all related support functions and contingency cover in accordance with defined standards. Includes enabling effective tracking and management of incidents/requirements by making timely, accurate and concise updates in relevant systems/reports.


Requirements:

- Fluent in English
- You have a passion for technology
- You have experience with the MS Office suite (minimum Word, Excel and PowerPoint).
- Good knowledge of the IT function, goals & priorities
- You have excellent analytical and problem solving skills
- You are a team player, well organized, highly motivated and customer focused.
- You are able to work with limited supervision

Successful Candidate will be offered a challenging position in rapidly growing organization, with multiple development opportunities. Competitive salary and benefit package is also part of the deal.

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl