The IT Service Management Coordinator will be part of an Operations team that bridges together the Altenar client-facing teams and the Technology Development/Operations teams. You will work closely with our tight-knit Commercial Account Management, Risk management and Customer service teams to ensure smooth definition of technical requirements and efficient resolution of issues. The right candidate needs to be a critical thinker, inquisitive and aggressively attentive to detail with the right level of technical understanding to bring business and technical people together.
Responsibilities and Duties
- Communicate effectively with multiple Altenar Departments (CAM (Commercial Account Management, Business Support (Risk management, Trading), Product Management to ensure that customer inquiries, and overall satisfaction exceeds expectations.
- Help Business Support with your technical expertise.
- Harness your technical knowledge to answer questions on the industry and give thoughtful insights on Support trends
- Manage the day-to-day trouble shooting activities in ITSM tool. Incident/Request Queue Management.
- Problem management coordination.
- Change management coordination.
- Ensure quality in the information gathered from customer queries and drive solutions within agreed timescales.
- Ensure all technical cases are solved with the client’s best interest in mind, and ensure underlying causes are addressed permanently.
- Support the Head of Service Management on Metrics reporting
- Facilitate maintenance and release schedules.
- Complete work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating , often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks if appropriate.
- Facilitate the continued development of the KCS, and the overall process on moving to a knowledge management-centric help desk. Contribute to Altenar Knowledge base.
Qualifications and Skills
- Good communication skills in English (oral and writing)
- Working knowledge of web technologies at a conceptual level.
- Good understanding of ITIL would be a plus
- Experience with ITSM tools
- Some exposure to technical studies would be an advantage
- Ability to present information in formal or informal settings to all levels of an organisation
- Experience with Google Gsuite products would be a plus
- Basic troubleshooting skills in browser console
- Excellent value-driven/data-driven prioritization skills
What we can give you
- Good compensation and benefits
- Interesting work with smart colleagues
- Health insuarance
- Gym discount
- Corporate English lessons
- Partisipating in professional events and corporate events