Job Description
**Details**:
**Responsibilities**:
Responsible for the day-to-day quality and integrity of the Incident Management process (real time)
Monitor and identify information including but not limited to ticket avoidance and shift left opportunities on a recurring basis
Facilitate outage/significant event communications, remediation, records, and reports
Ensure ticket response thresholds are met throughout the entire Incident Management lifecycle
Responsible to monitor, analyze and act upon the contacts submitted to the global IT Specialist Level 1 staff
Facilitate, initiate and/or propose actions to ensure the highest standard of customer service in accordance with Stefanini values and contractual agreements.
Exercise processes and methods to ensure that service expectation thresholds are met to include taking ownership and working to complete aging tickets, documenting information as needed, escalating concerns, or performing the ticket closure procedures
Ticket volume, frequency, Impact and outcome analysis
Develop and/or distribute various daily or weekly reports
Coordinate High Priority ticket handling
Job Requirements
**Details**:
**Job Requirements**:
Knowledge of IT best practices, industry trends and excellent customer service
Ability to effectively communicate technical information to non-technical audiences
Proven Customer Service experience in the Information Technology field, handling challenging and unique situations
Effective communication skills - written, verbal, listening
Ability to present and communicate to small groups which may consist of peers and/or management
Solid documentation skills with keen attention to detail
Ability to complete special projects/assignments with mínimal supervision
Ability to search internally/externally for support information
Ability to multi-task and change focus quickly and efficiently
Team and customer-oriented attitude
Outstanding attendance and schedule adherence
ITIL Foundation Certification preferred
ITIL Intermediate Certification preferred
Experience with ServiceNow preferred
**Additional Note**:
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
**Job Description**:
**Details**:
**Responsibilities**:
- Responsible for the day-to-day quality and integrity of the Incident Management process (real time)
- Monitor and identify information including but not limited to ticket avoidance and shift