Job description:

Job description Education Responsible/UAS Coordinator SJ Service Desk\\r\\n\\r\\nThe role as Education Responsible/UAS Coordinator is two 50% roles that is merged into a full-time role. The role as educator is a very key role to ensure all new hires have a great first impression of the workplace. As educator you are responsible for the basic training of all new hires to ensure they are ready for the work at ServiceDesk. These are the focus areas for Education Responsible role:\\r\\n Responsible for training all new technicians.\\r\\n Responsible for refresher training for the team.\\r\\n Responsible for identifying any training needs.\\r\\n Maintain the quality of the education materials.\\r\\n Perform annual knowledge test for the team.\\r\\nAs an educator it is important that you are structured in your ways of working to be able to plan the trainings as needed to fit the schedule. You need to be able to adept your style of teaching based on the audience to ensure you get your message through. It is good if you have an easy time connecting with new people as that will ease any new recruits first weeks. The initial education a new hire receives will be the foundation that he/she will build in on for the rest of his/her carrier with ServiceDesk.\\r\\n\\r\\nThe roles as UAS Coordinator includes responsibility for keeping the agreed targets for the delivery of the service. This will mean a lot of work with implementing different access, account creation etc., but also to coordinate with internal technical teams to implement access. These are the focus areas for UAS coordinator role:\\r\\n Responsible for all UAS tickets.\\r\\n Maintain any documentation related to UAS delivery.\\r\\n Maintain any training documentation related to UAS delivery.\\r\\nAs the UAS coordinator you are responsible for the entire service to ensure process is followed and tasks are delivered on-time as per agreement.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases