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Helpdesk Specialist (ATM)


Helpdesk Specialist (ATM)
2011-04-18 23:09

Вакансия компании: ДИБОЛД СЕЛФ-СЕРВИС ,ООО
Создана:
Регион: Москва
Требуемый опыт работы:
Предполагаемый уровень месячного дохода: не указан

POSITION SUMMARY:

  • Performs user, operational, and technical support via telephone, email, internet, and intranet, for Diebold associates, CIT staff and external customers. Shift work may be required.
  • Serves as an escalation point for other help desk associates and special customer needs.

ORGANIZATIONAL RELATIONSHIPS:

  • Works extensively with other service and software support associates, Diebold customers and Diebold associates.
  • Reporting directly to ATM helpdesk Manager.

SCOPE OF RESPONSIBILITY:

  • Technical monitoring of ATMs.
  • Technical support for Diebold associates and all Diebold suppliers.
  • Interface with customer, service organization, CIT and Professional Service teams and other organizations as needed – single point of contact.

ESSENTIAL FUNCTIONS:

  • Processing all MONITORING documented tickets accordingly to procedure (incl. FTFs, dispatching and closure of TTs).
  • Maintenance of SLA and internal driven KPI’s targets with particular focus on:

    - ATMs availability;

    - Correct assignment of MONITORING TTs

        - Maintenance of Response time/Fix Time compliance

  • Monitoring resolution progress for TT maintained by DBD and 3rd Party Support Groups.Hierarchical escalation as per escalation procedures in case service staff cannot organize onsite visit in agreed timeframes.

  • Assessment and management of CUSTOMER complaints in regards to service performance.

  • Arranging appointments with service engineer CIT companies.
  • Sending escalation to local country contacts as defined by the escalation procedures
  • Sending escalation to CIT Management when the CIT staff  is not able/willing to travel on site to meet with the dispatched technician
  • Documenting all the information related to a TT in the local call mgmt system
  • Collecting hardcopy worksheets according to given deadlines, verify them, investigate histories of missing worksheets
  • Collecting traces and other files on demand PS team or in case of SW incidents
  • Defining advertising campaigns and all other software distribution actions.
  • Controlling DES Keys replacing process
  • Cooperation with cash management team to synchronize cash replacement with other onsite visits.

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES: 

  • MONITORING ATM Monitoring System usage.
  • ASD Remote ATM control usage.
  • ATM HW & SW components general knowledge.
  • ATM FLM/SLM activities general knowledge.
  • Cash Management/CIT activities general knowledge.
  • Multi-group support coordination ability.
  • Customer Care abilities.
  • Time Management for Incidents resolution.


Back-Office specialist
2011-04-20 12:19
Вакансия компании: Вермут Эссет Менеджмент ГмбХ, Филиал, ООО
Создана:
Регион: Москва
Требуемый опыт работы:
Предполагаемый уровень месячного дохода: не указан

Main responsibilities: 

  • Back-office support of transactions (predominantly tradable securities), including work with dividends and corporate actions
  • Reconciliation of securities and cash positions
  • Interaction with administrators of funds and counterparties 

Requirements:  

  • English language – Upper Intermediate and higher
  • Experience in back/middle or custody operations is strongly recommended
  • Attentiveness to details, responsibility, ability to work under pressure

  Benefits: 

  • Medical insurance
  • Schengen multi visa
  • Participation in international conferences / investment events
  • Friendly multinational environment
  • sport room in the office
  • Compliance with the Russian labor law

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