Service Management Specialist - Video Conferencing/Telepresence

Location: Bratislava OR Kosice, Slovakia
Working hours: EMEA (with flexibility)

This is a service management role within the Conferencing Services team providing services to Shell with primary responsibility for Video Conferencing and Telepresence. The role requires an experienced and motivated professional with excellent technical and interpersonal skills and keen to work in a small team but with a high level of responsibility for services to Shell.

∙ Point of escalation to Support teams and Site Support.
∙ Point of escalation and support to Shell Service Manager or executive user
∙ Conduct Hardware Investigations with Local site support engagement
∙ Handle queries, provide reports, trending Statistics process diagrams.
∙ Ongoing engagement with Local Site Support teams
∙ Providing advice, support and guidance effective use and best practice for Videoconferencing/Telepresence
∙ Conduct RCA, document and complete actions to prevent reoccurrence
∙ Review, attend and input to PGI / service Issue ticket escalation and meetings
∙ Oversee Video endpoint Decom management
∙ Track/React to changes in usage
∙ Ad hoc Reporting / document update requests
∙ Provide continuity support for Conferencing Services including Telepresence and Premium Conferencing Service
∙ Review and sign off Service proposals for projects. Provide advice and direction along with documentation to project management
∙ Monthly reporting and data analysis
∙ Input to and support of Service review meetings
∙ Evolve the role to keep pace with new processes and technology