Provide first-line IT support and request fulfilment through ServiceNow across Microsoft 365, Entra ID, endpoint, connectivity, and security-related services.
Own and manage incidents and service requests from initial contact through to resolution or effective escalation, ensuring SLA compliance.
Deliver clear, timely, and professional communication to users throughout the entire ticket lifecycle.
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Budget ownership of the Business Unit; correlated with Franchisees’ business plans.
Channel management of a franchisee as a customer: supporting the rest of the Department in establishing a smooth lifecycle for ZUS Franchisees, from onboarding to day-to-day operations.
Close coordination with Franchise Business Development and Franchise Operations teams to deliver on Department’s objectives and key results.
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Provide support to customer sites on a rostered basis, either remotely or at a customer’s premises. (Example onsite roster shifts: 5:00 AM – 1:30 PM; 1:00 PM – 9:30 PM)
Provide on-call standby support outside of normal rostered hours, including public holidays.
Support customer operations by starting, monitoring, and controlling SSI Schaefer software and equipment to ensure optimal performance.
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Provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers.
Identifies, investigates, and participates in opportunities to improve processes and procedures, to include various key performance metrics.
Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.
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