IT Service Management Coordinator

The IT Service Management Coordinator will be part of an Operations team that bridges together the Altenar client-facing teams and the Technology Development/Operations teams. You will work closely with our tight-knit Commercial Account Management, Risk management and Customer service teams to ensure smooth definition of technical requirements and efficient resolution of issues. The right candidate needs to be a critical thinker, inquisitive and aggressively attentive to detail with the right level of technical understanding to bring business and technical people together.

Responsibilities and Duties

• Communicate effectively with multiple Altenar Departments (CAM (Commercial Account Management, Business Support (Risk management, Trading), Product Management to ensure that customer inquiries, and overall satisfaction exceeds expectations.
• Help Business Support with your technical expertise.
• Harness your technical knowledge to answer questions on the industry and give thoughtful insights on Support trends
• Manage the day-to-day trouble shooting activities in ITSM tool. Incident/Request Queue Management.
• Problem management coordination.
• Change management coordination.
• Ensure quality in the information gathered from customer queries and drive solutions within agreed timescales.
• Ensure all technical cases are solved with the client’s best interest in mind, and ensure underlying causes are addressed permanently.
• Support the Head of Service Management on Metrics reporting
• Facilitate maintenance and release schedules.
• Complete work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating , often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks if appropriate.
• Facilitate the continued development of the KCS, and the overall process on moving to a knowledge management-centric help desk. Contribute to Altenar Knowledge base.

Qualifications and Skills

• Good communication skills in English (oral and writing)
• Working knowledge of web technologies at a conceptual level.
• Good understanding of ITIL would be a plus
• Experience with ITSM tools
• Some exposure to technical studies would be an advantage
• Ability to present information in formal or informal settings to all levels of an organisation
• Experience with Google Gsuite products would be a plus
• Basic troubleshooting skills in browser console
• Excellent value-driven/data-driven prioritization skills

What we can give you

• Good compensation and benefits
• Interesting work with smart colleagues
• Health insuarance
• Gym discount
• Corporate English lessons
• Football team
• Partisipating in professional events and corporate events