Job Description :
Main Responsibilities :
- Reports directly to the Local account Team Manager
- Primary Manager for Local Site Queues
- Primary Host / Facilitator of the Site Daily Queue Strategy Meetings
- Primary or Backup for Client Orientation & Training Sessions
- Primary or Backup for Engineer Training
- Oversight and Primary Management for the Tech-in-Residence and MyIT Minute (Tech Bar)
- Oversight and Primary Management for Conference Room Support – Schedule and
Maintenance Plan
Responsible for Onsite operational efficiency and effectivenessWork collaboratively with service manager and team to deliver projects on time, on budget,on schedule
Provide expert solutions to complex customer problems in a timely manner by receiving,clarifying and investigating incidents
Observe trends with technical issues and recommend improvements to operations,documentation or implementation
Work with Services to expedite incident resolution and ensure seamless delivery of supportservice to customers
Core Values :
Putting Customers First :
Resolves customer escalation in a timely manner to avoid disruption and minimize businessimpact
Responsible for Customer Satisfaction OnsiteLocal escalation point for the Onsite servicesPerform a complex range of technical work activities either remotely or at customer site tomeet business and customer requirements
Escalate issues in line with company processes to ensure customer demands are met.Provide customer service to internal and external customers to ensure consistentexperience.
Being Straightforward :
Provides clear, concise and relevant communication to ensure clarity of objectives andoutputs required
Clearly and concisely document all customer interaction and all steps taken to resolveincidents.
Keeping Promises :
Produces and analyzes management reports to allocate work and report on trendsPlans and distributes workload appropriately to ensure that business needs and deadlinesare met
Document and reports on work completed to ensure compliance with Company andCustomer Procedures.
Understanding people matter :
Creates formal networks involving coordination among groups.Serves as a mentor to others. Supervises others when leading projects they own.Considering the long term :
Provide technical consulting services to customers based on Computacenter service deliverymethodology and procedures; services engagements may include installation, upgrade
consulting, training, custom development, testing, and / or infrastructure consulting.
Identify own development needs in line with business objectives.Inspiring success :
Contributes as both an individual and a formal site managerExercises independent judgment in methods, techniques and evaluation criteria for obtainingresults
Works on significant and unique issues where analysis of situations or data requires anevaluation of intangibles
Acts independently to determine methods and procedures on new or special assignments.Coordinate small teams delivering basic work packages in line with company process tomeet business and customer requirements.
Provide Technical Leadership in own specific area of expertise.Contribute to the development of technical procedures and standards to meet business andcustomer requirements.
Ability to adapt quickly to dynamic team environments to maintain consistent effectivecontribution.
Acts as a role model for colleagues providing guidance around technical and behavioralcompetencies to ensure sharing of internal best practice.
The Ideal Candidate :
Works under general supervision. Uses discretion.Demonstrates analytical and systematic approach to resolving complex problems andassignments.
Takes initiative in identifying and negotiating appropriate development opportunities.Able to define and follow instructions and proceduresProven experience in IT Service environment.Demonstrates the ability to absorb and apply technical information.Uses broad range of information systems, technology functions and applications in line withIT industry standards as appropriate to the role
Ideally certified in appropriate technologies to support business strategy.Demonstrates an organized approach to work.Demonstrates ability to engage and influence on complex issues at all levels both internallyand customer facing.
Proven ability to work under pressure and to tight deadlines.Routine administrative skillsDemonstrates effective interpersonal, literacy and numeracy skillsDemonstrates awareness of health and safety at work.
