IT Service Management - Incident Management- Ensure that Incident Management Service levels are achieved- Act as focal point for the customer Incident Management process, including participation/ leading taskforces for high and/or escalated Incidents.- Perform trend analysis on Incidents and Propose new problem if applicable- Monitor the effectiveness of customer Incident Management process and make recommendations for improving it- Provide process guidance to our technical teams and report on potential process gaps

- English Service Desk for NNIT and Novo Nordisk A/S- Resolve Level 1 and 2 Client PC issue via Phone, Chat, and Email- VIP Support- Ticket scrubbing- Handled escalated cases, incidents and/or requests- Mentoring and Coaching Activities- Training and onboarding newly hired- Handle Incidents and/or Requests that follow the standard ITIL processes andprocedures- Facilitated mentorship, performed technical assessment, and collaborated withvendors and/or service lines.- Contributes and facilitates process improvements through Knowledge CentredService- Subject Matter Expert: SCCM and Drop-in-Support- Apprenticeship in Service Management▪ Revenue hunting▪ Review and investigate escalated cases and send escalation email tosupporter’s manager for coaching▪ Reporting and Analysis (User satisfaction and Trending)