Customer service / it support

•	Call & Email handling in a 24/7 coverage on a First Level support and first time resolution whenever possible
	•	Polycom, Cisco device installation, remote configuration
	•	Proactive system monitoring and report creation for active & inactive IP addresses
	•	Take ownership for the resolution of an issue through its lifecycle, and contribute actively to service improvement initiatives
	•	Actively seek process improvements to improve efficiencies within the Operations Team
	•	Applications used:
Salesforce, Service Now, Remote Service Desk, Vodafone Meet Anywhere

- Monitor and update all activities on various systems and databases
- Second Line support activities in VGE Remedy, Service Now, Central Ordering
- Standard, Normal, Emergency Change ticket handling
- Coordinate the resolution of issues, and drives service improvements
- Work with users to enhance effectiveness, drives system efficiency
- Configure service and operation level measurements
- Provides input for the definition of appropriate KPIs and metrics to monitor progress. Set up enhanced dashboards for KPI Management
- Document processes, create process descriptions and work instructions
- Organize, create, hold trainings for Operational teams, Project Teams regarding the upcoming releases and features
- Stakeholder management – coordinate with the VGE management team on the delivery of critical milestones in the project which have significant impact on the project deliverables

	•	Coordinate projects with multiple functions and / or work streams by applying project management methods, best practices.
	•	Coordinate a (virtual) cross-functional project team, also working closely with the acquired account counterpart and management teams.
	•	Document processes, create process descriptions and work instructions
	•	Ensure good communication flow to stakeholders (follow the defined governance structure), and within the project team
	•	Provide regular status update to the management, keep all relevant people appropriately informed
	•	Provide frequent project status reports indicating the progress, the achievements, the milestones completed, and any outstanding risks/issues.
	•	Analyse data to prepare status reports
	•	Identify and communicate any deviations to the agreed project plan, define and implement corrective actions 

Call & email answering in 24/7 cover
	Dealing with issues being reported by the VGE Customer's helpdesk
	Processing tickets & orders in the relevant service support systems (VGECO, Remedy, Active Directory)
	Taking ownership of incidents or escalations, including follow up & partner liaising with both external & internal partners within the support ecosystem
	Provide Level 1 support & first-time resolution whenever possible, plus Level 2 support & resolution on given VGE systems/solutions
	Take ownership for the resolution of an issue through its lifecycle, and contribute actively to service improvement initiatives
Applications used:
VGECO, Remedy, Citrix, Active Directory, SharePoint, Microsoft Office 2010/2013,