Service Desk Agent to Akzo Nobel in Malmö
Akzo Nobel Industrial Coatings AB / Butikssäljarjobb / Malmö
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Visa alla butikssäljarjobb i Malmö,
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hela Sverige Visa alla jobb hos Akzo Nobel Industrial Coatings AB i Malmö,
Burlöv,
Staffanstorp,
Mölndal,
Göteborg eller i
hela Sverige Are you an excellent communicator and passionate about improving customer satisfaction? Then you can be our next Service Desk Agent! The Local Expert Service Agent Stores is responsible for providing application support to the assigned set of countries/stores focusing on operational excellence and continuous improvement. In this role you act as first response unit for stores and second response unit for back office operations on application-related help for the local stores.
Responsibilities
Service delivery:
• Acts as first response unit for stores and second response unit for back office operations on application-related help for the (local) stores business. This includes:
• Offering local language support to the stores/countries supported.
• Being directly reachable by telephone to support the 'in-store' processes.
• Calls/Incident resolution, Problem management and change request/enhancement support including application configuration.
• Pro-actively Monitors, reports and follows-up on relevant service levels (quantitative) and business concerns (also qualitative) relevant to the supported countries/stores.
• Acts as the pivotal link between the process coaches and the global service delivery teams within GBS, delivering the agreed service to the business.
Process Coach contact group:
• Educates the process coaches / cluster coordinators on systems (for functional area).
• Advices and helps realize process improvement initiatives, shares good and drives best practices.
• Ensures the process coach has the knowledge to coordinate and to ensure on-time and adequate business testing of systems.
• Acts as a point of contact for the process coach, making sure changed / new functionality is deployed successfully.
• Coordinates regular communication meetings with Process coaches.
GBS / generic
• Collaborates with peers in the full service chain.
• Pro-actively contributes to the operational integrity of GBS operations globally through continuous improvement and operational excellence.
• Actively seeks alignment and cooperation ('shoulder to shoulder' mindset) with the other GBS domains.
• Raises the bar by continuously look for ways to improve, also by staying abreast of external trends.
Differentiating factor MM3:
Customer-focus: Passionate about improving customer satisfaction.
Communications: Excellent 'data-driven' communicator connecting the local stores businesses and the global service delivery teams.
Knowledge Business Processes: Has solid knowledge of business processes (focus on Trade & Logistics) that are related to own discipline and cooperates within own functional (sub) discipline; Related to Core ERP systems.
Optimization: Identifies shortcomings in current methods, systems and procedures; analyses, proposes and (where possible) implements alternatives; Continuous improvement mind set.
Accountability (autonomy): Works under general guidance by manager taking ownership for all AMS service delivery for the supported business(es).
As a person you are an excellent communicator and have a solid knowledge of business processes within the area Trade and Logistics. You are analytic and have a continuous improvement mind set. You also have the following qualifications:
• Bachelor degree in a related field of study.
• Minimum of 5 years' experience including at least 3 years in information management application service delivery.
• Experience with relevant Business Application, specifically MS Dynamics AX 2012, R3 or higher, related platform, infrastructure and relevant business processes.
• Experience in directly supporting customer-facing or stores environments.
• Excellent written and spoken proficiency in Swedish and English languages. Working knowledge of Norwegian and Danish languages is a merit.
• Experience with, preferably in an international environment, handling calls- and incident resolution and problem management.
• Familiar with IT standards like ITIL and with outsourced partners and managed service.
AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals, with leading market positions and brands in countries around the world. We operate in a number of important market segments ranging from buildings and infrastructure to transport, industrial and consumer goods. We're also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index. In practical terms, that means our sustainable solutions are in your lives, and those of your friends and family, every day. We're the people that make it possible for you to do what you need to do.
Publiceringsdatum2018-05-07Så ansöker duSista dag att ansöka är 2018-05-25
Klicka på denna länk för att göra din ansökanFöretagAkzo Nobel Industrial Coatings AB
AdressAkzo Nobel Industrial Coatings AB
•
20517 Malmö
KontorsadressStaffanstorpsvägen 50
Jobbnummer 4130678
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