Ewa Duda Email & Phone Number

Katowice, Pl

Katowice, Śląskie, Poland

• SRM models process management – co-operate with resolving teams to design new SRDs models and modify existing ones and coordinate implementation of these with the dedicated teams• Providing Subject Matter advisory to relevant Process Owners upon modelling service requests• Maintaining up to date support SRM documentation• Producing Knowledge Base entries to fully document the SRM process• Identifying and reporting gaps, risks and issues related to Service Requests process• Ad hoc business analysis when it comes to SRM performance, quality and process alignment• Providing SRM trainings to new joiners• Service Request Management 1st point of contact and subject matter expert

• Preparing and analyzing reports (Daily, Weekly, Monthly)• Data Analysis towards improvements deployment• Cooperation with the Client and support in decision making based on the results

• Support for advanced hardware and software issues• Management (creation/change/deletion) of customer network accounts using Active Directory• Management (creation/change/deletion/granting access) of customer mailboxes, generic mailboxes and distribution lists• Management of shared drives - including granting required accesses and permissions and making sure they follow security rules• Making sure that policies and procedures of Access Control area are kept up to date and properly maintained

Master'S Degree, Management

Psychology In Business, Postgraduate Diploma

Bachelor'S Degree, Economics