IMS Service Desk Consultant - ManpowerGroup | New Day Jobs (Yangon, Myanmar)

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ManpowerGroup
Remote (Asia Time Zone Permitted)

IMS Service Desk Consultant

Job Expired

IMS Service Desk Consultant

ManpowerGroup
Salary : Login to view salary Job Expired
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills : public speaking  Customer Service 
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

Job Description Summary

  • The Service Desk consultant is responsible for acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated.

Responsibilities:

  • They provide the first point of contact for customers for all service desk calls and tickets
  • They are responsible for the triage of service desk incidents received including correct prioritization and allocation (Ticket qualification, queue management and initial triage for IMS tickets)
  • They are responsible for logging and responding to service desk calls that are submitted via telephone
  • They communicate directly with the customers as required to gather needed information
  • They perform investigation, diagnosis and resolution of customer incidents and requests, resolving as many tickets as possible in first line, drawing on expertise from a range of departments and individuals as required
  • They learn about Infor products and services and keep up to date with changes to be able to effectively manage and respond to customer enquiries
  • They are responsible for the monitoring and escalation of service desk tickets to ensure they meet or do not exceed contracted SLAs or OLAs until closure
  • They work across departments within Infor to ensure appropriate and timely resolution of service desk tickets
  • They provide courteous, professional, timely and helpful responses to customer enquiries on the service desk
  • They are responsible for helping to build excellent customer relationships
  • They are responsible for the maintenance, both internal and customer facing, service desk documentation
  • They are responsible for helping to build a robust knowledge base
  • They participate in internal and external audits
  • They ensure compliance in our service desk processes
  • They participate in a programme of continuous improvement, to ensure the support systems and processes are appropriate to changing company and customer requirements
  • They track whether an alert has been dealt with and the alert has been closed, or resolve the alert or escalate and reassigns the alert
  • They execute level 1 tasks (known, documented and repeatable tasks)
  • They perform workload balancing to ensure tickets are distributed evenly to efficiently match customer demands
  • They perform daily regular application health checks to build more resilient systems. Proactively detect issues and report them for resolution

Educational Requirements:

  • Bachelors or Master’s degree in Engineering in preferably computer engineering stream/ MCA/ MBA

Key Requirements/Responsibilities:

  • 2-4 Years of professional experience managing operations of the customer, front ending to customer.
  • Excellent English communication skills (both spoken and written)
  • Client-oriented, self-motivated person with a strong drive for development with excellent time management and organizational skills
  • Able to work under pressure and meet deadlines assuring quality of service delivery
  • Comprehensive knowledge/experience of general corporate business practices, concepts, and principles of contract management and strong analytical skills or vertical knowledge
  • Experience in Account Management and/or Consulting Management is desirable
  • Service Operations Manager or Service Delivery Manager experience would be a plus
  • Project Management & ITIL Processes knowledge is mandatory
  • Excellent working knowledge is required in MS Excel/ Word/ MS Project/ Visio/ Lucid Chart/ One Note/ SharePoint/ Power point/ServiceNow/ MS team etc.
  • ITIL foundation v4 & Agile Process knowledge would be an additional asset.
  • Willing to work in any Time Zone as customers prefer the operations manager to work in their time zones.
  • Experience in dealing with Managed Services type of contracts for ERP solutions whether On Premise and/or in the Cloud.
  • Knowledge of Infor’s Industry solutions namely LN, M3, S3, Syteline, EAM, WFM, Cloud Suite Solutions and other Infor solutions is desirable.
  • Working experience with any ERP solution is desirable.
  • Work exposure at customer locations will be a value add
  • Ability to write clear documentation of operating procedures
  • Experienced in working with remote teams in a global environment is desirable.

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