Oferta pracy

IT Operations Controller (ITIL)

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu Technology Solutions Sp. z o.o.

aleja Roździeńskiego 1

Katowice

Technologies we use

Expected

  • ITIL

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

- remote work

- continuous development

- initial training preparing to work

- laptop and if necessary – office inventory (chair, lumbar support pillow, etc.)

- introduce a friend program

  • 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

  • christmas gifts

  • employee referral program

  • charity initiatives

  • one shorter working day

  • extra leave