Bartosz Łukasik

- Managing a service desk team consisting of 18 members
- Creation and management of internal knowledge base
- Delivery of the process related training for service desk agents and engineers
- Ensuring company policies, procedures and work instructions are followed
- Process creation (including documentation and manuals)
- Rota planning (ensuring business hours and/or out of hours coverage for all projects)
- Scheduling annual leaves and reporting overtime
- Acting as an escalation point for all process/technical related issues (including out of hours)
- Taking part in recruitment process
- Training of new employees
- Solving software/hardware/access issues for service desk agents and engineers

- Managing, troubleshooting and performing maintenance activities and providing Level 1 support for Mitel and Avaya UC systems
- Responding to monitoring alerts to identify issues and take appropriate action to avoid service impact
- Providing incident and change management for Damovo customers across the globe
- Ensuring incidents, service requests and maintenance tasks are managed within customer SLAs
- Mitel and Avaya UC and telephony system administration including software moves, adds and changes
- Completing UC and telephony system routine maintenance checks
- Diagnosing and resolving software, hardware and usage issues
- Providing a technical response to incidents and service requests, achieving immediate resolution where possible or alternatively performing diagnostics to identify the best possible escalation path whilst ensuring effective handover of diagnostics carried out to date and results
- Applying all company and department policies, procedures and work instructions.

- Providing service desk management for global customers on a number of core technologies
- Maintaining all relevant service management system tickets (HP Service Manager, Service NOW, OmniTracker, BMC Remedy)

- Service ticket management for Damovo Global Services (International Business, multiple accounts).
Validation and logging of both incident and fulfillment request tickets received in external systems (HPSM, BMC) and transferring them into Damovo system (OmniTracker). Assigning tickets to responsible Damovo engineers and/or local partners. Comprehensive SLA monitoring including escalating if needed, contact with local partners as well as Damovo engineers.
- Direct contact with customers to make sure the highest level of service is provided and SLA is always met.
- Out of hours and holiday ticket handling for the whole Damovo Group including notifying engineers of important service tickets as well as contact with customers without service contract or with no out of hours coverage when needed. Making sure every ticket is solved within SLA.
- Technical support for P&G account – validation and solving of level 1 service tickets (Aastra MX-One and OneBox systems) including critical tickets for both incident and fulfillment requests within SLA. Passing tickets to Damovo L3 or local partners when needed providing detailed information on the issue and setting temporary MX-One access for local partners.
- Creation and management of internal Knowledge Base for P&G technical support including case studies, additional information, known issues, planned PDUs and more.

- Linguistic and functional testing of video games (finding bugs and critical errors, reporting and logging them into the bug tracking system, suggesting solutions and adding them to the localization kit for the final product)

- Service ticket management for Damovo Poland: validation and logging of both incident and request tickets received via e-mail, phone and fax., assigning them to Damovo engineers and/or local partners in Damovo system (OmniTracker) as well as in external systems (HPSM, SD Lotus Notes, BMC). Comprehensive SLA monitoring and escalating if necessary.
- Preparing quotations for customers without service contract or with no out of hours coverage.