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Dell



Customer Relations Manager

Norfolk, Virginia Area, US - Computer Hardware, Computer Software, Information Technology and Services

Job Description



Dell Inc.'s wholly owned subsidiary Dell Services Federal Government, Inc. (DSFG) is seeking an Account Sevices Management Sr. Analyst. The right candidate will have primary interface between the Service Desk and the DoD installations, serving as the single POC between Dell Services and the Customer. Get involved with this Worldwide Operations Service Desk. You will provide IT support services to our DoD client sites and functional organizations. This operation is the primary point of contact for our DoD service consumers and provides the focal point for coordination with our DoD client and support organizations.



Duties Include:

Responsible for assisting the DoD customer installations in the areas of Problem/Incident Management and ensuring proper ticket categorization and assignment to the appropriate group

Perform as an advocate for DSFG, promoting DSFG activities and efforts in positive manner

Assist in the development of Standard Operating Procedures (SOPs) for the operation and maintenance of the Enterprise Service Desk

Review tickets and liaise between the Enterprise Service Desk and the brigades

Upon government request, support the development of OLA with other service providers (e.g., contractor and/or government personnel supported NECs at the installation level) for interaction, escalation and dispatch of trouble tickets

Closely monitor service desk operations and assist when required

Conduct trend discovery and analysis

Conduct Root Cause Analysis

Conduct Quality Assurance activities to minimize inconsistencies

Provide Daily and Weekly reports



Sound interesting? Apply today.



Required Skills



2 years of customer service experience

3+ years of managerial experience

1 year technical support experience

ITIL Foundation certification - required

ITIL Intermediate - Operation Support Analysis certification - required

2 year experience supporting DoD customer

2 years working with Microsoft Excel, SharePoint, and PowerPoint



Desired Skills



Education



Bachelors Degree in Business Administration, Computer Science or a related discipline is preferred. Or the equivalent combination of education, professional training, and work experience.



Experience



Typically requires at least 6 years relevant experience without a Degree; 2+ years relevant experience with Undergraduate Degree; 1+ years relevant experience with Graduate Degree



Requirements



Hazards



No salary provided



Posted August 01, 2014 at 04:27AM from LinkedIn http://ift.tt/1tBtLaM

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