| 作者 |
 IO Service Desk Transition Lead-001 |
 |
iris_lee2000
头衔: 海归中校
性别: 
加入时间: 2008/03/26
文章: 152
海归分: 31249
|
|
|
作者：iris_lee2000 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
IO Service Desk Transition Lead-001
Main Activities/Tasks,
• Assist project team in identifying all forward/escalation groups and their key contacts
• Identify types of issues (functional, technical, etc.)
• Facilitate meetings with project team and escalation groups to develop support model
• Identify escalation contact methods for each escalation group (Remedy, phone, email, etc).
• Draft swimlane diagram of proposed support model
• Ensure that support model is incorporated in Incident Management portion of training
• Escalate scope changes with client/client engagement team
• Establish due dates for project team to deliver support documentation content
• Work with AIDU Account Manager/ Project team to develop support documentation, as required
• Approve documentation
• Complete Portal Services Requirements document
• Work with Portal Services team to post documents on eSupport, as needed
• Approve training strategy
• Ensure Training Lead has all required resources
• Serve as knowledge resource for training development
• Participate in Pre-Training preparation (approval, walk through, train the trainer, etc.)
• Resolve conflicts/issues, if necessary
• Request that escalation groups be set up in Remedy
• Request new IDs for forward group members
• Schedule escalation group members for Remedy training session
• Send test case through Remedy prior to go-live
• Send confirmation of IDs and group name to escalation group members
• Develop Call Flow process
• Complete Apropos Requirements document
• Work with TI Team/Operations to ensure all resources are received for installation and support on SD workstations.
• Serve as knowledge resource for quality plan development
• Serve as point of contact for quality related questions/issues
• Provide SD communication strategy/plan
• Develop and distribute (and obtain approval) all SD communications (Tech Alerts)
• Review and approve customer (end user) facing communications.
• Serve as point of contact for SD project team members regarding questions/issues
• Maintain Issue Tracking document (through Post Transition)
• Conduct weekly transition status meetings with assigned project team
• Work with Project Team to ensure that product is installed on SD workstations
• Draft Customer Agreement (if needed) and distribute to stakeholders for review and approval
• Attend meetings related to transition as requested by assigned project resources and Project Team
Essencial Non-technical Knowledge & Skills,
• Familiar with Call Center operation and project management, 1+years in project transition lead role
• Language capability – Fluent English
• Strong communication and interpersonal skills
• Good Conflict management skill
• Good organizational skills
• Flexibility and teaming skills
• Strong project management skills including planning, execution and follow through
Technical Screening Criteria
• Bachelor Degree in Computer Science (or equivalent degree)
• Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
作者：iris_lee2000 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
|
|
|
| 返回顶端 |
|
 |
|
-
 IO Service Desk Transition Lead-001 -- iris_lee2000 - (3094 Byte) 2008-11-14 周五, 15:26 (937 reads)
|
|
|
|
您不能在本论坛发表新主题, 不能回复主题, 不能编辑自己的文章, 不能删除自己的文章, 不能发表投票, 您 不可以 发表活动帖子在本论坛, 不能添加附件可以下载文件, |
|
|
