Oferta pracy

IT Operations Controller (ITIL)

Fujitsu Technology Solutions Sp. z o.o.

  • Greater Poland

    Greater Poland
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • junior specialist (Junior)
  • home office work, hybrid work
  • remote recruitment

Technologies we use

Expected

  • ITIL

About the project

IT Operations Controller main responsibility is to control, coordinate and cooperate with Business Units, Customers and higher/ lower level support functions in specific aspect of the ITIL process in Service Management area as well as to support and execute specified process raised by Customer or Service Manager.

Your responsibilities

  • following established processes/ systems and recommending improvements to resolve routine customer queries,

  • delivering required service levels and meeting or exceeding customer expectations,

  • monitoring of performance through statistical reporting and analysis,

  • analyzing and identifying areas of service improvement to ensure customer satisfaction,

  • preventing negative tendencies by appropriately raising and responding to gaps in performance and progress,

  • owning and taking responsibility for customer problems and issues to resolution,

  • building and enhancing strong customer relationships,

  • controlling incident resolution to agreed service levels,

  • operating as an escalation point in a dispute or uncertainty about the appropriate resolver group for an incident, and when the closure of an incident is disputed by a user,

  • ensuring that all processes, procedures, and work instructions are followed by all relevant parties,

  • monitoring and reporting the effectiveness of procedures.

Our requirements

  • excellent communication skills – written and verbal,

  • fluency in English (at least B2),

  • good knowledge of MS Office – especially MS Excel,

  • understanding of ITIL Service Management Processes or readiness to deepen it,

  • strong organizational skills,

  • availability to work full time – Monday to Friday from 9-17 or 8-16.

Optional

  • previous experience as a Service Desk Agent/ Advisor would be an additional asset,

  • interest in IT operations/ service management.

What we offer

  • MyBenefit platform

  • Private medical healthcare

  • Sport cards

  • Lunch benefits and discounts

  • Group insurance

  • Awards

  • Holiday allowance „Wczasy pod gruszą”

  • Virtual Trainers Team

  • SABA – free of any charge learning platform with e-learning, e-books, courses, and educational materials

  • Introduce a friend

  • Glasses refund

  • Home Office work opportunity

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • retirement pension plan

  • extra social benefits

  • holiday funds

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • one shorter working day

  • extra leave