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Oil and Gas / Service Desk Administrator

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Vacancy ID: Req/000137

Date: 1 July 2013

Deadline: 18 July 2013

Work conditions: Full time

Location: Baku, Azerbaijan

Salary:




Main responsibilities:

  • To deal with all customer interactions regarding fault event queries (FEQ);
  • To input and maintain the details of all individual FEQ cases in PowerHelp;
  • To input and maintain the details of all individual Customer Complaints in the company CCRP(Customer Complaint Resolution Process) tool;
  • To ensure all CCRP cases are updated and referenced accordingly in both CCRP and PowerHelp;
  • To assign all PowerHelp cases to the relevant individuals, (I.e Engineers or Management team);
  • To monitor and progress each PowerHelp case and close out as appropriate;
  • Prepare and produce service desk reports as requested by the management team;
  • To act as the focal point for Service Desk interactions;
  • Liaise with Managers to develop, maintain and improve the OGP Service resource;
  • Reporting on the cases that are not closed out in a timely manner.


Challenges:

  • Ability to work on your own initiative and manage your workload to meet the needs of the department and the customers;
  • To ensure fast and timely delivery of customer demands;
  • To maintain professional working relationship with internal and external customers;
  • Ability to meet tight deadlines.

Knowledge, Skills and Experience

  • Strong team working skills;
  • Demonstrate excellent customer focus with both internal & external customers;
  • Must also be able to work on own initiative;
  • PC literate preferably with Microsoft Office skills;
  • Experience of working in a customer service environment;
  • Demonstrate cultural awareness and embrace diversity.