Responsibilities:
Acknowledging receipt of incidents, queries and requests via Virtual Tech, telephone and Citimarketplace
Conducting first-level incident diagnosis and determining the most effective and standard method of restoring service using predefined cases
Conducting request classification, attempting fulfilment and involving other resolver teams as appropriate
Creating a permanent control records - via updates to the trouble ticket - used as the basis for escalation, tracking, dispatching and follow-up actions
Achieving first-touch resolution- FTR and fulfilling requests when possible or notifying and transferring problems to the appropriate internal or vendor revolver groups
Establishing reasonable expectations with the internal business customer during the initial call through priority identification and follow-up and escalation timeframes with the internal business customer
Assigning severity/priority coding for open problems
Conducting follow-up calls with both internal resolver groups and internal business customers to ensure timely problem resolution
Escalating appropriate issues and events to management and/or the appropriate groups
Maintaining ownership of incidents and requests from the inception through to resolution. Ensuring that the record is closed upon the confirmation from the end user
Working according the service level objective to ensure issues and requests are resolved in a timely fashion and properly documented
Interfacing with the relevant monitoring groups
Acting as a liaison between users and various technical infrastructure areas
Participating in testing new tools, developing operational requirements and documenting testing
Ensuring the desktop build standards are maintained and applied consistently
Actively participating in self-improvement and training curricula to fulfil competency requirements
Participating in division and department continuous process improvement initiatives
Ensuring that Corporate CITMP and Security policies related to all 8 products are followed
Function as part of a complete service team providing the solution most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them
Helping to achieve and maintain productivity and quality objectives by their individual contribution to the TI EMEA support infrastructure
Contribute to documentation as required
Providing operational support to the Infrastructure related to the top 8 products, within the guidelines, as specified by the Info Sec procedures And Standard Build configurations
Requirements:
Knowledge of IT infrastructure
Proven commercial support experience within a large corporate environment, ideally in a remote environment where the role was to support desktops, laptops, phone devices and other IT accessories is an advantage
Experience in supporting one or more of the following applications/technologies:
Windows Operating Systems
MS Office suite
Telecommunication / voice product knowledge
LAN/WAN technology
Internet, Electronic Mail
Remote Access and Blackberry
Trade Floor or Call/Contact centre
Fluent verbal and written English language skills
One or more other EMEA languages. Preferably: Russian, French, Polish, Italian, Spanish, Turkish, Romanian, Portuguese, Arabic, Czech, Dutch, Greek
Outstanding customer service skills
Excellent communication skills - verbal and written
Ability to work flexible hours
Microsoft Certified Professional, MCP, qualification or equivalent experience is an advantage
Excellent customer service orientation, interpersonal skills are a must
Problem Solving/Trouble Shooting
Take responsibility for ensuring things are done, overcoming obstacles and challenges
Ability to manage multiple tasks and priorities
Ability to develop strong and supportive working relationships with disparate functional groups
Ability to influence other colleagues across the business and CTI