Purpose
Analyses, specifies and solves service requests, within the Service Level Agreement and
in agreement with a senior, to keep one or several customer applications operational.
Tasks and Responsibilities
- Customer satisfaction
Ensures optimal delivery of solutions to obtain optimal customer satisfaction and intimacy.
Main activities
- Understands customer needs;
- Understands the business value of the company solutions for customers;
- Encourages cooperation between customers and the company.
- Technical Specification
Translates the wishes and requirements of the customer into effective IT Solutions, under
supervision of a senior, in order to produce a technical specification.
Main activities
- Assists in setting up a design based on requirements and the existing installations;
- Configures and solves incidents;
- Determines improvements;
- Attends the regular user meetings and issue meetings.
- Implementation
Implements changes within the application, according to the agreed terms, in order to
adjust the application to the wishes of the customer.
Main activities
- Trouble shooting;
- Develops software;
- Draws up specifications;
- Documents the implementation process;
- Implements changes.
- Consulting
Offers assistance to pears and customers in the area of application design, in order to give
optimal support to customers.
Main activities
- Advises customers on application related issues;
- Communicates with stakeholders which solutions have been chosen en which actions are being taken;
- Recognizes problem situations in existing applications;
- Gives advice to customers and users with regards to the implementation.
- Quality
Performs all necessary activities with regards to incidents, service requests and/or problems, within the SLA determined specifications, in order for the designated (part) application to become and stay available for the customer on a good quality level.
Main activities
- Is responsible for handling requests in the areas of incidents, problems, changes and general application issues;
- Forwards internal and external actions in order to solve the reported incidents;
- Makes sure that parts of the application is thoroughly tested during the several fases.
- Knowledge
Keeps up with the relevant knowledge in order for the above mentioned result areas to be
performed accordingly.
Main activities
- Has knowledge of customers;
- Has knowledge of the service contracts;
- Has technical knowledge.
- Sales
Proactively signals potential company-business in order to obtain extra income and increase
customer satisfaction.
Main activities
- Assists in presales cases;
- Informs account management on possible extra work.
- Planning & Administration
Ensures timely and correct planning and administration, within the company standards and
agreements and in accordance with customer-administrations, to ensure a professional
delivery.
Main activities
- Ensures timely and correct administration of time sheets;
- Ensures delivery within time, within budget and agreed quality;
- Monitors progress of own tasks;
- Communicates on forehand about possible delays or overrun.
Job Requirements
Education
- Bsc level (HBO or simular).
Experience, knowledge and skills
- Some years as Dispatcher or similar position;
- Some knowledge of software development, databases, operating systems and/or network infrastructures.
Competences
C.1 Problem analyses
C.8 Organizing own work
C.10 Eye for detail
D.1 Verbal communication
D.9 Sociability
E.1 Adaptability