Igor Lankosz

Managing the performance of services to customers and ensuring that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded. Tracking the incidents to conclusion in line with SLAs and quality standards. Managing critical customers incidents and escalating them to appropriate resolving teams’ coordinators. Providing information about incidents analysis and KPIs. Building services relationship with customers and conducting service reviews for customers. Reviewing performance reports, service improvements, service quality and processes. Providing management and performance reports. Managing and collaborating with third party suppliers and ensuring that their performance and quality of provided services are in line with our expectations and enable us to meet or exceed service levels. Ensuring that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly. Reviewing aspects for improvement with own practices and processes. Ensuring that the Service Desk is fully using appropriate knowledge base tool and practices in order to provide a more effective and efficient service to customers. Mentoring and coaching of subordinates skills and providing expertise and knowledge for new hires.

Updating and maintaining of the specific Problem Management processes, resource and contact information. Assisting with Technical and Management Bridge Calls. Creating and distributing routine status, performance and statistical reports. Assisting with root cause status update meetings. Reviewing each incident for Tier One customers to ensure tickets are routed correctly and addressed in a timely manner. Working with the client management teams to ensure incidents have proper problem statements. Analyzing repeat Incidents for areas of improvement and help develop a plan to implement the resolution as appropriate. Performing proactive activities designed to promote a trouble free production environment. Ensuring root cause analysis is performed and permanent solutions are implemented.

Providing advanced technical support including software installation by means of remote desktop connection (Citrix Metaframe, Altiris Carbon Copy, RAS accounts and Active Directory administering.

Additional tasks: SafeBoot/Data Encryption Support training on client site in Basingstoke UK.

Providing first line technical support for all incoming calls in respect of client and services supported. Accurately record and classify all incoming calls with appropriate priority, category and incident summary details. Apply business and technical knowledge to meet resolution targets. Correctly assign calls that cannot be resolved to appropriate resolving team

Additional responsibilities: business trip to Client Location in Basingstoke (UK) to take part in due diligence tasks resulting from Field Force desk transition to Krakow