Magdalena Dąbrowska

Main activities includes:

• Manage, escalate, and facilitate resolution of incidents impacting the customer. Act as the central point to manage and coordinate resolution of service centre escalations.
• Restoring services by working closely with other support teams, users and vendors.
• Own, coordinate and facilitate resolution of all major incidents within SLAs or customer agreed timeframes.
• Co-ordinate with relevant support groups to ensure root cause is identified and rectified for all problems.
• Coordinate or perform communication on status of major incidents.
• Prepare and disseminate formal Major Incident Reports and track corrective actions to closure.
• Provide pro-active problem management by analyzing problem trends and formulate Corrective Action Plans with respective technology partners.
• Perform statistical analysis of major incidents, incidents and escalations. Develop and enact action plans to address common trends and reduce problem volumes.
• Handle day-to-day problem management issues and escalate to Problem Resolver Groups to ensure timely resolution of problems.
• Arrange and chair technical conference bridges involving regional support teams as required.
• Perform regular review of process documentation.
• Seek approvals of various parties for updates. Participate in enhancement of incident, major incident and escalations processes.
• Conduct regular process and tools training to the Customer stakeholders and new staff as required

• Management and co-ordination of high priority incidents
• Daily contact with high level client management and support teams at all levels,
• Being Single Point of Contact during major incidents resolutions,
• Ensuring that end users are updated with resolution progress through group communication,
• Attending conference calls with high level client management and support teams,
• Cooperating with Change Management to understand modifications of live environment,
• Preparation and co-ordination of ad-hoc reports as required by the Service Delivery Manager, Ops Manager or Team Leaders.

• Initial diagnostics of the incident and resolving as many as possible on initial contact.
• Monitoring progress and quality of incidents through to resolution.
• Recognizing and taking control of unallocated incidents, act as escalation point where resolution ownership is disputed.
• Handling priority incidents
• Identification of possible problems on incident-based information
• Minimizing time of calls lifecycle
• Quality checks
• Providing ad-hoc reports
• Investigating the root cause of Problems in liaison with other support Teams and Client’s Problem Manager to prevent incidents reoccurrence
• Developing and maintaining the Problem Management Process
• Trends analysis
• Act as main point of contact for change management area,
• Ensuring KPI’s are met,
• Working with the stakeholders on improving the change management process,
• Keeping process documentation up to date,
• Communication of service impacting changes to the appropriate parties,
• Generating advanced reports for Service Desk Management in regular basis

• Ensuring knowledge is created, authenticated and approved in accordance with the knowledge management process.
• Management of existing and new knowledge documents.
• Promotion of training of the knowledge management tool.
• Monthly reporting of the knowledge management tool.
• Maintaining up to date Knowledge Management work instructions and procedures.
• Assisting in the development of Knowledge Managers within the Service Centre.
• Regular and ad hoc service reporting;
• Handling high priority incidents (prioritization / communication / escalation / monitoring);
• Ensuring that change process is adhered to;
• facilitating communication between Service Desk and other support teams;
• liaising with the support teams in order to efficiently resolve high priority incidents and outstanding problems – organizing voice conferences, coordinating actions;
• acting as a Single Point of Contact for the Global Support and Third Party Groups;

• resolving as many as possible on initial contact
• accurately recording and classifying all incoming incidents with the appropriate
• priority, category and incident summary details or error messages
• proactive flagging incidents where no knowledge solution was found
• meeting or exceeding the level of Service when responding to all incoming incidents
• accurate and timely hand off to other resolving teams