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Roles and Overview
Collaborating with IT associates and stakeholders to align IT services with business goals and strategies. Monitoring the service desk queue daily to ensure continuous improvement of the customer service experience. Identifying, managing, and resolving issues promptly, with a proactive approach to problem management. Responding to customer incidents and requests with a focus on delivering exceptional service. Reviewing incidents, problems, changes, and request aging to ensure compliance with process guidelines and SLAs. Collaborating with outsourced Service Desk and End User Services team members to provide an outstanding end-user experience. Completing assigned projects and tasks within defined timeframes and with minimal supervision. Monitoring Service Level compliance, reporting on performance trends, and recommending changes. Identifying opportunities for service improvement, innovation, and automation. Updating and maintaining ServiceNow records, reports, dashboards, knowledge base, and technical documentation.
What we expect from you ?
- Collaborating with IT associates and stakeholders to align IT services with business goals and strategies.
- Monitoring the service desk queue daily to ensure continuous improvement of the customer service experience.
- Identifying, managing, and resolving issues promptly, with a proactive approach to problem management.
- Responding to customer incidents and requests with a focus on delivering exceptional service.
- Reviewing incidents, problems, changes, and request aging to ensure compliance with process guidelines and SLAs.
- Collaborating with outsourced Service Desk and End User Services team members to provide an outstanding end-user experience.
- Completing assigned projects and tasks within defined timeframes and with minimal supervision.
- Monitoring Service Level compliance, reporting on performance trends, and recommending changes.
- Identifying opportunities for service improvement, innovation, and automation.
- Updating and maintaining ServiceNow records, reports, dashboards, knowledge base, and technical documentation.
Inclusive Opportunity Statement
R3 Technologies Inc. is committed to fostering a diverse and inclusive workplace where all employees are valued and respected. We believe that diversity drives innovation and enhances our ability to serve our customers effectively. We are proud to be an equal opportunity employer and prohibit discrimination based on race, gender, ethnicity, sexual orientation, age, disability, or any other characteristic protected by law.
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