Konrad Żmudzki Email & Phone Number

Kraków, Woj. Małopolskie, Polska

Cracow, Małopolskie, Poland

• Aide and handle major incidents across all of WBD’s platforms in line with the department’s major incident management process.• Communicate with all involved stakeholders about the status of the ongoing incidents.• Coordinate technical bridge calls between internal teams and vendors as required.• Make sure to notify all relevant teams about any planned works by third-party vendors through the Change Advisory Board. • Participate in post-incident analysis and documentation of the Root Cause Analysis report.

Krakowski, Małopolskie, Poland

As a Senior Technical Service Specialist in Qurate I am responsible for managing the shift. Ensures:Tickets are being assigned to Associates & Specialists (taking into consideration their knowledge and the work volume the agents are having).Monitoring if tickets are being worked on.Monitors Phone calls traffic and react accordingly.Monitors CHATs traffic and react accordingly.Coordinates multiple bridges. Makes sure Service Desk staff is there. Often takes responsibility for replying/sending everbridges.Responsible for bounce back tickets analysis and reporting.Provides help, guidance and expertise to Service Desk associates & specialists if needed.Provides feedback to associates and specialists.Taking ownership of the tickets, which are more complex and time consumingMay provide 2nd level problem resolution support for client issues.Closely cooperate with IT Service Desk supervisors. Often shares feedback regarding agents and their day-to-day work.Responsible for shift handover reports, consisting of information about outages, Service Desk impactful incidents, bridges opened.Responsible for sharing daily phone & chat volume reports with Service Desk management. Work in a project teams around Service Desk improvements.Analyzes processes and/or reviews recommendations for changes to processes, defines new processes.Understands causes of outages, can communicate and notify clients of outages affecting service.Often asked to run initial investigation for incidents related to escalations.Knows the basis of ITIL foundation methodologyMay act as a backup supervisor if needed.

Kraków Area, Poland

Providing direct and indirect assist as first level of contact regarding computers or network or applications issues for internal users in whole IT scope.Coordinating company processes and knowledge's growth.Supports access for many applications and systems.Solving or escalating all kind of IT issues.Providing assist with every complex issues (or outages) and also coordinating conference calls during them.

Kraków, Woj. Małopolskie, Polska