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  • Job reference: RMS0127614

Service Desk Administrator

  • Sector: Automotive
  • Location: Azerbaijan
  • Job type: Contract
  • Date posted: 13/09/2013
This vacancy has now been filled.

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The Role:

To provide operational administrative support for the Customer and ABB Enigneers

 To deal with all customer interactions regarding fault event queries (FEQ)
 To input and maintain the details of all individual FEQ cases in PowerHelp
 To input and maintain the details of all individual Customer Complaints in the ABB CCRP(Customer Complaint Resolution Process) tool
 To ensure all CCRP cases are updated and referenced accordingly in both CCRP and PowerHelp
 To assign all PowerHelp cases to the relevant individuals, (I.e Engineers or Management team)
 To monitor and progress each PowerHelp case and close out as appropriate
 Prepare and produce service desk reports as requested by the management team
 To act as the focal point for Service Desk interactions
 Liaise with Managers to develop, maintain and improve the OGP Service resource
 Reporting on the cases that are not closed out in a timely manner

Essential Skills / Qualifications:
 Ability to work on your own initiative and manage your workload to meet the needs of the department and the customers.
 To ensure fast and timely delivery of customer demands
 To maintain professional working relationship with internal and external customers
 Ability to meet tight deadlines

Desirable Skills / Qualifications:
Knowledge, Skills and Experience
 Strong team working skills
 Demonstrate excellent customer focus with both internal & external customers
 Must also be able to work on own initiative
 PC literate preferably with Microsoft Office skills
 Experience of working in a customer service environment
 Demonstrate cultural awareness and embrace diversity
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