Kamil Pieczątkiewicz

Remote Infrastructure Management

- Act as the initial escalation point for internal and external suppliers.
- Manage FUJITSU’s and Customers stock levels to ensure that contracted SLAs are met, stock losses and warehousing costs are minimised.
- Manage the monitoring of movement and storage of Customers Assets
- Recruit, appraise, develop and manages team of Logistics Administrators using the company’s policies and procedures in order to provide flexible, reliable and contract-compliant customer service.
- Monitor and report on supplier expenditure, verify supplier invoices
- Develop and maintain mutually supportive relationships with all customer contacts and suppliers in order to ensure successful service delivery.
- Monitor, design and document working practices and train staff to ensure compliance with the ISO9000:2000 Quality Management System.

• Ownership of relevant technical issues through to conclusion.
• Working with Service Controllers in dealing with major incidents, owning, escalating and following through to conclusion.
• Ensuring correct deployment of escalation route for all operational & technical calls within Fujitsu and external resolving groups.
• Monitoring and analysing performance of 1st Line Agents handling live incoming calls and providing Call Coaching advice and guidance to Agents to improve the quality of the service delivered to the Customer.
• Ensuring Knowledge base is maintained.

First Line support:

frontdesk - answering calls, logging tickets, first time fixes

backdesk - Server/domain administration (Active directory Users and Compters, MS Exchange Server)

2nd Line support:

taking ownership of complicated Outlook/Exchange incidents

Company located:

Heshan City, Guangdong Province P.R.China 529700

Scope of duties:

Responsible for the whole company - import, sales, production, accounting

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