What are the responsibilities and job description for the Field Services position at Cynet Systems?
Job Description :
Pay Range : $20hr - $25hr
Responsibilities :
Monitor the tickets for SLA / Quality / Aged Profile / MD tickets / Premium Tickets.
Ensuring all Incidents / Requests are met within the agreed service targets.
Review & reporting of any SLA failures. (Analysis / Trending)
Ensure fair distribution of work and redistribution in the event of staff absences both planned and unplanned.
Proactively monitors pending tickets.
Escalation point for priority / escalated tickets.
Staff Management Responsibilities :
Responsible for updating the engineer Shift Rota and Holidays approval.
Ensuring all Sickness is accurately reported and return to work interviews carried out where appropriate.
Review technical performance by engineer.
Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident / request validation, general quality, Asset Tagging and Inventory Management ).
Provides coaching and training to the engineers.
Oversees the on / off boarding of staff.
Ensure new team members have access to all required tools, Academy and Client processes and procedures i.e. Confidentiality agreements, contracts, etc.
Ensuring all off-boarding activities take place to for both and the Client processes.
Holds regular team meetings with actions recorded and documented 1-2-1's with engineers.
Ensuring all key Client and processes.
Policies and procedures are followed. For example, Call Management, ITIL Processes, security policy etc.
bility to manage / motivate people and teams.
Strong team management skills, with ability to have difficult conversations.
Process Ownership And Management :
Ensures all Technical / Operational processes are followed and understood.
During team meetings ensures regular process awareness sessions are carried out.
Ensures engineers are trained on new processes and technologies within the support remit as required.
Proactively identifies gaps in knowledge and addresses with engineer through 1-2-1 / group training sessions.
Looks for opportunities of improvement, around processes and how services are delivered.
bility to communicate at different levels within the organization.
bility to write business cases and justification documents, Ability to manage multiple work streams.
Escalation Ownership :
Taking ownership of Escalations through to resolution on all appropriate requests.
Engineer allocation for priority tickets.
Initial point of contact for escalations form ITSD.
Reporting on escalation trends and taking steps to minimise escalations.
bility to prioritise when under pressure.
Communication, Customer Service And Teamwork :
ct as interface for other delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
Strong Written and Verbal Communication Skills at senior stakeholder level.
bility to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
Maintain
group dynamics.
Flexibility and teamwork and perform other duties as assigned by candidates Lead or Operations Manager.
Must be detail oriented and self-motivating.
Relationship Management internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
Flexibility with respect to time client deliverables need to be met with a Can do attitude.
Technical Skills :
Excellent problem solving / quantitative / analytical skills.
Excellent understanding End User IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7 / 10.
Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7 / 10, MS Office, Outlook etc.
Detailed understanding of IT Infrastructure in a Corporate Environment Server / Network / Database / Security.
Teamwork and Collaboration :
Builds productive working relationships (L3) Successfully builds productive, mutually beneficial relationships to solve problems and achieve common goals.
Co-operates and collaborates with colleagues (L3) Models cooperation and teamwork; creates opportunities for self and others to improve work outcomes.
Treats others with Respect (L3) Is respectful and welcoming; inspires collaboration by bridging gaps among diverse individuals, departments, customers and partners.
Resolves Conflict amongst team members (L2) Works effectively with others to resolve conflict.
When possible looks for middle ground solutions.
Balances individual and team goals. (L3) Consistently goes beyond direct responsibilities to achieve team and departmental goals; welcomes new challenges.
Service Focus :
Understands the importance of quality service. (L3) Actively supports and contributes to the efforts of other team members.
Delivers quality service. (L3) Is flexible and can work with a wide variety of different people on different task.
nticipates and fulfils customers needs. (L2) Meets and often exceeds customers expectations; ensures that customer needs are fulfilled.
Skilfully serves diverse customer base - (L3) Shares all relevant information and passes on additional information that may be important to other team members.
Strives to improve quality of service - (L2) Frequently suggests and implements changes to improve the quality of service.
Innovation And Business Change Management :
Understands and adapts to changes in the strategic and / or operation direction of / Brokerage Firm. - (L2) Actively support changing direction, goals and responsibilities.
Is flexible, open and receptive to new information and ideas.
Shows foresight and imagination to see possibilities, opportunities and trends. (L2) Demonstrates foresight and imagination to see possibilities, opportunities and trends.
Demonstrates commitment to seek out opportunities and contributes to developing innovative or alternative solutions. (L2) Frequently identifies opportunities in challenges and demonstrates initiative to develop alternative solutions.
Understands the strategic direction and goals of / Brokerage Firm and aligns personal performance objectives with organisational priorities. (L3) Thoroughly aware of / Brokerage Firm Organisational goals and strategic direction.
Switches roles and procedures easily to facilitate change in line with organisational priorities.
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