Job Description
The Support Services & Tools team is on an exciting change journey in improving and modernizing the Telia Company’s internal Order & Support services and delivery processes, and we need you who are quality-focused, forward-thinking and have a customer centric focus to join this dedicated and energetic team where you will be a key player!
Your next challenge?
The IT Support Escalation Manager will be responsible for ensuring a stable and qualitative support delivery as well as the user satisfaction regarding the Telia Company internal IT Support and Service Desk delivery for approx. 20 000 users in the Nordics & Baltics. You will manage and coordinate the resolution of escalations originating from users or raised by other support teams, managing the escalation process and service levels, as well as identify and propose improvement areas to other roles who are working with a more proactive issue prevention.
Requirements
Who are you?
You are a service minded, analytical and flexible fast-thinker who enjoy the challenge of investigating, coordinating and resolving issues quickly, with short notice and at any given time.
To fit the bill, you have already worked with internal IT Service Desk Delivery, Escalation or Incident Management. You know and understand the related processes, both from an ITIL and business perspective. Since you will be working closely with many different stakeholders and users in an international environment, great coordination and communications skills in English are crucial.
Your personality:
- You are customer/user focused problem solver
- You are reactive, quick to act and have the ability to remain calm and structured in critical/urgent situations
- You have very good communication skills and understand the importance of keeping stakeholders updated on status/progress of ongoing support escalations
- You have very good leadership skills and can efficiently coordinate tasks for larger groups of technical/business resources and stakeholders when needed
Your Experience:
- You are fluent in English (verbal and writing) and have very good communication and presentation skills.
- You have relevant university level education and experience from working with IT Support Management, Incident Management and/or Escalation Management in a larger, international organization
- You have relevant ITIL certification(s)
Welcome to Telia – Home to your next big opportunity!
