Tomasz Podolec

- providing information and analysis related to the services delivered to customer,
- providing the Service Manager with the reports on workload monitoring,
- process owner in ServiceManagament (responsible for process documentation and updates of existing ones)
- creating work instruction documentation in regard to specific role
- being the customer’s focal point for all aspects concerning service delivery, taking any necessary actions to maintain and reinforce the quality of these operational contacts,
- participating in service status meetings of the delivery organization as well as supporting the Service Manager in the service status meetings held with the customer,
- taking responsibility for updating the hardware and software inventories in accordance with asset management processes,
- taking care of the procurement process related to actual hardware and software requirements,

- basic Active Directory administration,
- providing IT assistance as part of ServiceDesk function (fixing reported issues in Windows and MS Office package, helpdesk assistance on issues within SAP, BPCS and Lotus Notes applications, support for iOS and Android mobile devices),
- assistance on updating existing service desk procedures (knowledge management assistance),
- providing trainings to newcomers,
- communication with resolving technical teams (internal and external) about statuses of specific IT incidents,
- ensuring that for logged incidents an IT service has been provided at the level outlined in a Service Level Agreement

- creating a completion progress reports,
- quality control, analysis of quality check methodology,
- billing data analysis and verification along with data entry
- analyzing a flow charts of a service processes,
- contact with a client,