THMMY.gr

Αγαπητέ κ. Αλεξιάδη,

Για το project που έχει αναλάβει ο ΟΤΕ που είναι το 1st level support της Coca Cola στις ακόλουθες χώρες:
-Βουλγαρία
-Τσεχική Δημοκρατία/ Σλοβακία
-FYROM
-Σερβία/ Μαυροβούνιο,
θα χρειαστώ τη βοήθειά σας για την εξεύρεση στελεχών, τα οποία κατ’ ελάχιστον θα:
-Έχουν ΙΤ Background
-Γνωρίζουν Αγγλικά
-Γνωρίζουν μια επιπλέον γλώσσα δηλαδή Βουλγάρικα ή Σέρβικα ή Σλοβάκικα ή Σκοπιανά

Επίσης:
•   Τα στελέχη θα εργάζονται σε βάρδιες
•   Η έδρα εργασίας θα είναι η Ελλάδα και συγκεκριμένα η Αθήνα

Σας επισυνάπτω αρχείο με αναλυτική περιγραφή των ρόλων. Θα παρακαλούσα να έχω τα CVs μέχρι το τέλος της εβδομάδας (Παρασκευή 17/11/2017) ώστε να έχει κλείσει η επιλογή μέχρι την επόμενη Παρασκευή.

Σημείωση: Τα βιογραφικά παρακαλώ πολύ να αποστέλλονται στο mail μου dmegremis@ote.gr με θέμα: [OTE Όμιλος Εταιρειών]  - Coca Cola Desktop Services

Φιλικά,

Δημήτρης Μεγρέμης
Τμήμα Training Programs Planning
Υποδιεύθυνση Training & Skills Development Σταθερής & Κινητής
Διεύθυνση Business Partner Operations (BPO) Ομίλου ΟΤΕ

ΟΤΕ Α.Ε.
Λ. Κηφισίας 99, 151 24 Μαρούσι, Αθήνα
Τ: 210 611 1011
Κ: 6977 609010 (VPN: 415126)
Φ: 210 611 1085
Ε: dmegremis@ote.gr


1.1.1   IT Service Desk Agent

Outline of Role
The IT Service Desk Agent is the single point of contact for Company’s end users when there is a service disruption and for service requests. The service desk provides a point of communication with the users and a point of coordination for several IT groups and processes. The IT Service Desk Agent will provide first line technical support to end users. The successful candidate will have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of the end user problems, which may range from straightforward to more complicated technical issues.

Responsibilities
•   Act as a single point of contact for phone calls and emails from Company’s end users regarding IT issues and queries.
•   Incident Management:

   Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
   Assign unresolved Incidents to appropriate Tier 2 Support Group
   Log all Incident/Service Request details, allocating categorization and prioritization codes
   Keep users informed about their Incidents’ status at agreed intervals
   Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
   Provide first-line investigation and diagnosis of all Incidents and Service Requests
   Verify resolution with users and resolve Incidents in ITSM tool
   Escalate Major Incidents to senior analysts

•   Provide 1st line support to end users (via application consoles and Remote Assistance) related to computer systems, software, hardware and Mobile devices.  Properly escalates unresolved queries to the next level of support.


Requirements
   IT Bachelor’s degree preferred.
   One years’ work experience on similar role.
   Strong knowledge of Microsoft Active Directory, Microsoft Exchange Server Management, Microsoft Windows – Servers, Mac OS.
   Experience using of Microsoft Office products (e.g., MS WORD, EXCEL, PowerPoint, Outlook).
   Good understanding of computer systems, mobile devices and other tech products.
   Proven ability to collect, examine, and analyze data from a variety of sources and offer solutions.
   Possession of excellent interpersonal skills, including working with staff to explain and resolve difficult technical situations
   Possession of excellent oral and written communication skills, including high proficiency in the English language.
   Ability to work under pressure and recognize the importance of teamwork in the support environment.

Qualifications
   An ITIL qualification is preferable but not essential.
 
1.1.2   Senior IT Service Desk Agent

Outline of Role
The Senior IT Service Desk Agent is the single point of contact for the team regarding:
•   Customer Satisfaction Index
•   Evaluation
•   Monitoring
•   On the Job Training
He will also provide first line technical support to end users and VIP if necessary.

The successful candidate will have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of the end user problems, which may range from straightforward to more complicated technical issues. Furthermore he will be responsible for the performance of his team.

Responsibilities
•         Act as a single point of contact for phone calls and emails from end users regarding IT issues and queries in the languages that he is responsible.
•   Incident Management:

    Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
    Assign unresolved Incidents to appropriate Tier 2 Support Group
    Log all Incident/Service Request details, allocating categorization and prioritization codes
    Keep users informed about their Incidents’ status at agreed intervals
    Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
    Provide first-line investigation and diagnosis of all Incidents and Service Requests
    Verify resolution with users and resolve Incidents in ITSM tool
    Escalate Major Incidents to Senior analysts

•         Provide 1st line support to end users (via application consoles and Remote Assistance) related to computer systems, software, hardware and Mobile devices.  Properly escalates unresolved queries to the next level of support.
•   Daily monitoring of the team performance and guidance in order to reach targets
•   Daily monitoring of the Customer Satisfaction Index related to his team
•   Coordination with the Support Department in order to complete all tasks related to his team performance
•   Monitoring according to target
•   Programming of shifts (WFM)
•   Operation Department Management Information System responsibility
•   Process Automation
•   Proactive role in detecting incidents and avoid critical problems

Requirements
   IT Bachelor’s degree preferred.
   Two years’ work experience on similar role.
   Strong knowledge of Microsoft Active Directory, Microsoft Exchange Server Management, Microsoft Windows – Servers, Mac OS.
   Experience using of Microsoft Office products (e.g., MS WORD, EXCEL, PowerPoint, Outlook).
   Good understanding of computer systems, mobile devices and other tech products.
   Proven ability to collect, examine, and analyze data from a variety of sources and offer solutions.
   Possession of excellent interpersonal skills, including working with staff to explain and resolve difficult technical situations.
   Possession of excellent oral and written communication skills, including high proficiency in the English language.
   Ability to work under pressure and recognize the importance of teamwork in the support environment.

Qualifications
   An ITIL qualification is preferable but not essential