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Turbolux recrute
http://www.turbolux.lu/Description de l'offre
Descriptif
– Provide a Single Point Of Contact Non-Stop Services in 2 languages (EN-FR) during Service Hours to Level 3 Incident escalation from ADTS Service Desk & Monitoring console.
– Monitor Support Request Registration and Validate escalation if no Solving procedure have been already set up with Service Desk ( tool is Service Manager 7 from HP)
– Check, Validate and Update Support Request Assignment made by ADTS Service Desk or Monitoring consoles
– Ensure that any new Support Request Resolution are taken in charge by the assigned WSG SOW Analyst (Workplace or OSH-VPOS domain)
– Keep the end-to-end ownership of the Level 3 and Level 4 escalations
– In case of Service Level Breach, synchronize with relevant Technical Service Owner of the affected service to determine how the incident can be resolved in the most efficient manner
– Provide Complaint Handling Services for the Incident Managers
– Provide Support Request Tracking Services to track the progress of Level 3 and Level 4 support requests
– Provide Incident Escalation Handling Services in case of a Level 4 escalation (external Suppliers) is required.
– Ensure Support Request Closure after the resolution of an Incident and check the close out completed support requests.
– Maintain and ensure consistency of the Incident related documents in the WSG Knowledge Base
– Provide First Contact Level 3 Resolution for any recurring Incident if a Solving Procedure exists and has been approved by Technical Service Owner
– Test and Transfer solving procedure for recurring Incident to ADTS Service Desk
Formation : IT educational background or similar experience
Expérience : Minimum 1 year
Personne de contact
Nom :Sandrine GARNIER
Email :garnier@turbolux.lu