Dss

**Job Details**:
**Job title : DSS**

**Location : Regensburg, Germany**

**Job type : Contract**

**Job Description**:

- Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books.
- Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.
- Ensure customer service goals are met. Communicate comfortably and effectively with customers and management Demonstrable Subject Matter Expert on Service Desk Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
- Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies;
- Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;
- Experience of implementing or operating a unified Service Desk in a multi-supplier environment;
- Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same; Excellent communication (verbal, written, listening) and influencing skills.
- Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users Route problems to internal I.M. support staff Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution Administer and provide User Access and Exit controls Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's Ensure adherence to the published compliance frame work.
- Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings;
- discuss with the concerned stake holders and follow up on the clos To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

(1.) To provide support for on call escalations and doing root cause analysis of given issue

(2.) To independently resolve tickets within agreed SLA of ticket volume and time

(3.) To adhere to quality standards, regulatory requirements and company policies

(4.) Work on value adding activities such Knowledge base update and management, Training fresher, coaching analysts

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Ability to commute/relocate:

- Regensburg: Reliably commute or planning to relocate before starting work (required)