Title:

Service level escalation coordinator

Location:

Brussels

Description:

• Acting as an ombudsman that can be contacted for dissatisfaction or urgent escalations on the delivery of existing TO services (including SWS).
• Handling complaints or incoming reports that are submitted by mail or/and telephone from all entities of the bank.
• Filtering comments and remarks and see if possibly these request can be handled by the normal service desk.
• Interfacing the Incident Follow Up function of the Service Desk in order to investigate the escalation request.
• Structuring all incoming information and store it for follow-up (Excel, Access).
• Providing reporting on escalation activities.
• Providing feedback to the user of his complaint, these can be reported by mail or telephone. At regular intervals go back to the client and report on the evolution.
• Knowing all TO services and all applicable SLA’s in order to quickly assess the justification of the escalations;
• Based on the escalation analysis experience, suggesting service improvement plan (SIP) to the Service Level Manager.
• Controlling the Incident Management process within the support teams and the usage of the Incident Management tool (IRMA for the moment), in respect of SLA targets. Suggesting corrections to the operational procedures with regard to Incident Management process.

Knowledge:

• know-how in the area of IT infrastructure and applications.
• wide-ranging knowledge and experience with ITIL processes
• understand the processes and services of an IT organization

Competencies:

• Stress resistant
• Assertive
• Initiative
• Persuasiveness
• Problem analysis & judgement
• Relation network
• Empathy with the organization
• Performance motivation
• Flexibility
• Customer focus

Language:

Preference smooth 3-languages (EN, FR, NL)

Experience:

Medior 3-5 years

Duration:

6 months

Offer:

Freelance

Type:

Contract

Rate:

Market rate

Reference:

Interteam.org - I0219801