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Madrid - IPT Senior Service Administrator

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Madrid - farmacéutica - Management - Roche

Support and administer IP Telephony systems and Contact Center infrastructure and their associated components. Provide IP Telephony systems and Contact Center infrastructure enabling business areas to deliver our products to Roche customers. Act as Single Point of Contact for affiliates IP Telephony and Contact Center requests. Main functions:   Incident and Problem Management Receiving of incoming incidents, recording in call tickets and the handling and tracking of the resolution of the issues associated with the incidents. Investigate, troubleshoot, resolve and document reported issues in a timely and efficient manner Analyze and document irresolvable incidents and coordinate third level escalation Creates Service Level reports on Incident Adhere to Roche processes (ITIL) Use superior customer-oriented telephone skills to acquire relevant customer information. Present complex technical information to a non-technical audience. Educate and explain product features and benefits as well as technical specifications. Open, track and close call tickets. Change Management Receiving of incoming change request, recording in call tickets and the handling and tracking of the implementation of the changes. Perform IPT and Call Center software configuration as requested by change requests ...


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