CenturyLink Service Analyst in POZNAN, Poland
CenturyLink at http://www.centurylink.com/ (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
The Service Analysts (SA) are part of the Global Client Response Centre and are responsible for first level technical support and case management.
‘First level technical support’ includes: accepting incoming calls, the ability to run real-time diagnostics, and conduct initial troubleshooting of server hardware, Active Directory, DNS, and Wide Area Network issues.
‘Case management’ includes ownership of client Cases until resolution, communication, and escalation.
With the SA as the central point of contact for all related actions, client communication and client records are updated on a regular basis.
Regardless of the level to which an issue may escalate, the SA retains ownership of the case throughout the lifecycle and will need to work with the teams that are working the case to ensure it is managed correctly
The SCA function is the single point of contact for all email and phone communication and for the creation of Portal, Incident and Change tickets and queries relating to these cases in the EMEA region.
First point of contact for clients and other local offices seeking functionality and technical assistance with various applications, products and their delivery
Ensuring that the full business impact is captured/ understood when dealing with Incident cases
Call logging on our sophisticated fault reporting system, Remedy. Tickets are then routed or escalated to the appropriate CenturyLink or Client group for resolution.
Provide and obtain timely updates to/from relevant parties (internal and external)
Ensure all issues are chased throughout the ticket life cycle
Manage the resolution of issues and keep clients informed.
Promptly escalate issues that cannot be resolved using own resources.
Follow Outage procedures as required and keep Customers and Management up to date at all times
Follow all Support processes
Knowledge or understanding of IT infrastructure
Strong interest in IT
Good Microsoft Office knowledge
Excellent verbal, written and analytical skills
Proven customer service experience
Enjoy working in a team environment
Have good planning and organisation skills
Ability to respond to tight deadlines and work under pressure
Supportive and committed team player
Experience of using Ticket Management tools
Pro-active and motivated to do a good job for the customer
Alternate Location: PL-Poznan-Poznan
Requisition #: 218316
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know
We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/