Service Delivery Analyst

hace 2 días

Santiago de Chile Mitel A tiempo completo

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

Overview:
Act on-site addressing all requests and issues raised by the client, ensuring agreed SLAs are met, maintaining the stability of Unify Mitel solutions, and ensuring user and end-client satisfaction.

Responsibilities:
- Act as the single point of contact for the customer for any questions or existing issues.- Perform daily health checks on our solutions to ensure proactivity and planning in task execution.- Provide technical support in monitoring analysis, resolving or escalating failures as needed.- Monitor risks and develop mitigation strategies to avoid negative delivery impacts.- Participate in failure analysis, working with technical teams to document and communicate issues to the responsible team.- Escalate questions and failures to the vendor, both in written and verbal communication. Also Evaluate improvement and repair possibilities in the client's infrastructure.- Document changes and processes and ensure approval.- Maintain the respective SLAs for the customer according to the contract specifications, as well as global satisfaction targets.

Requirements:
- Education: Higher education in Information Technology or Computer Science.
- Experience: Previous experience in installation, maintenance/operation of Telecommunication systems Unify or similar.
- Knowledge: Telecommunication, Unify Systems, Microsoft Teams, etc.
- Skills: Excellent oral and written communication, problem-solving ability, attention to detail, teamwork, etc.

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