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Description de l'offre


– 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