Małgorzata Przybylska

• Day to day staff management, checking quality of Helpdesk Analysts’ work;
• Staff recruiting, training and development;
• Being a mentor that co-ordinates all required subjects to be covered within training process of Incident Managers;
• Being trainer and escalation point of the most critical service for LR which SLA is 100% ; supply monthly reports on it;
• Maintaining good staff relations through effective communication, leadership and motivation;
• Driving personal development for the team members by identifying areas for development and supporting personal development plans;
• Providing a point of escalation for the resolving teams and management;
• Monitoring progress of top and high incidents through to resolution;
• Recommending action plans as appropriate to address any shortfalls;
• Contributing to the development and implementation of internal procedures;
• Undertaking customer satisfaction surveys;
• Involved in improvements in Incident Management process/procedures/work instructions etc.

Undertaking initial diagnostics of the incident, using the tools available and 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