Responsibilities:
- Provides weekly operational updates including action items.
- Communicate effectively, maintain and establish a good rapport team and client.
- Assist with maintaining and monitoring ad-hoc project plans/schedules, work hours and expenditures.
- Assists with identifying operational/project issues and/or escalating the issue to the team lead.
- Attending and participating in client meetings as required.
- Documents and follows up on important actions and decisions from meetings.
- Collaborates with various regional teams for ticket resolution.
- Work closely with the Facility providers and Smart Hands to drive the issues.
- Working with the Hardware vendors ensuring the RMA shipments to and from Facilities.
- Assists with daily monitoring of the ticketing system and resolving them under defined SLA
- Promote a culture of effective communication, continuous improvement and innovation through teamwork and business process reviews
- Assists with identifying trends or recurring problems and escalates to team lead for resolution.
- Assists with identifying and collaborating on new process improvement opportunities.
- Helps to develop and maintain knowledge and skills and keep up-to-date with new processes and procedures.
- Works closely with SDMs/Project Managers to understand and maintain focus on their analytical needs, including assisting with identifying critical metrics and KPIs, and delivering actionable insights to relevant decision-makers.
- Required to work on oncall roster and preparing/participating in daily handovers.
Required Qualifications/Skills:
- Bachelor/Diploma preferably in Information Technology or Engineering and 0 to 2 years related experience and/or training or equivalent combination of education and experience.
- Flexibility essential - willing to occasionally adjust work hours due to work with regional colleagues.
- Familiarity with Microsoft Excel and Google Suite
- Excellent communication skills, both verbal and written
- Positive attitude and dependable
- Excellent customer service skills
- Ability to work both within a team and independently
- Ability to multitask and prioritize workload in a fast-paced environment
- Ability to use good judgment, as well as problem-solving and decision making skills
- Ability to maintain confidentiality and professional decorum
