Location IN - Bangalore 24 7 Job-ID 214312 Contract type Standard Business Unit Others Life on the team It s an exciting chance for Global Service Coordinator role in Computacenter s dynamic and rapidly expanding FLS Team You will bring your knowledge and deliver the quality of services to our customers across the globe and will help us to shape the team You ll get to work with some of the most talented and passionate people in the business and get exposure to leading edge technologies which will enable you to advance your skills What you ll do Reliable operation of Ticket- Ordering- and planning-Tools SNOW BMC Remedy SAP-ERP Blue Martini based on training provided Quality check and processing of incoming requests and incidents SWAP e-mails phones or any other agreed channel via ticket tools according to agreed KPIs SLA OLA based on predefined Standard Operating Procedures Ensure to keep the agreed KPIs SLA OLA Troubleshooting tooling problems using Standard Operating Procedures Recording qualification and solution 1st and 2nd level of system faults and malfunctions as well as forwarding to the corresponding 3rd level solution groups Providing telephone availability for internal and external customers within the agreed service times - shifts Maintain and improve customer satisfaction by providing consistent customer experience Monitor all tickets and assisting with escalations in line with company processes to ensure customer demands are met Identify your own development needs in line with business objectives and assist in development of team members Provide active assistance to Knowledge base maintenance and improvement Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organization Incident Management mainly validation ticket preparation monitoring documentation notification incident fulfilment end to end furthermore technical support in case of system defect and any other tasks described in the Service Description Request Management mainly validation monitoring documentation notification event monitoring on task level tool based monitoring of the product business request fulfilment complete closing request Single Point of Contact for customer and appointment arrangement and technical support in case of system defect and any other tasks described in the Service Description Asset Data Handling mainly assurance for INC and REQ exception handling create update asset information create complete asset data when information is missing or wrong furthermore monitor end to end asset life cycle clarification case handling data discrepancy handling conducting consultation and clarification interviews when information on unambiguous processing are missing and also any other tasks described in the Service Description E2E logistics experience for catering within India with DC eWay paperwork What you ll need Fluent in English and in any other relevant support language if second language is required Working knowledge of Windows MS-Office Good interpersonal literacy and numeracy skills Works under supervision team player able to learn new tasks areas quickly and willing to progress Able to follow instructions and procedures Demonstrates an organized approach to work Demonstrates customer service abilities with Routine administrative skills Good communication skills Independent result-oriented and structured work under pressure Analytical skills to analyze data About us Computacenter is a leading independent provider of IT infrastructure services with about 20 000 employees worldwide We work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and managing our customers infrastructures We offer a friendly open working environment without too much fuss about hierarchy We are looking for professionals with diverse competencies personalities and strengths who want to live our shared value of teamwork and performance Interested in joining a company with a strong sense of community We re growing We re hiring We encourage We empower We support winningtogether peoplematter