Description

Xylem |ˈzīləm|

1) The tissue in plants that brings water upward from the roots;  

2) a leading global water technology company.  

Xylem, a leading global water technology company dedicated to solving the world’s most challenging water issues, is the leading global provider of efficient, innovative and sustainable water technologies improving the way water is used, managed, conserved and re-used. Our international team is unified in a common purpose: creating advanced technology and other trusted solutions to solve the world’s water challenges. We are committed to creating an organization of inclusion and diversity, where everyone feels involved, respected, valued and connected, and where everyone is free to bring their authentic selves and ideas.  

If you are excited and passionate about helping us #letssolvewater, we want to hear from you! For more information, please visit us at www.xylem.com​.  

 We Offer You More Than Just “A Job”

Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.  

Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.  

Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.  

Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Colour and Allies, Emerging Leaders, and Working Parents Networks.  

The Role

This role reports to the Service Desk Manager and will provide support to the Service Operations Team to ensure the team delivers against contractual customer KPIs and Xylem’s strategic objectives.  

This involves working on the Service Desk, raising, managing and resolving, at first point of contact, customer service impacting incidents, using ITIL v3 methodology.  In addition, this role will ensure all relevant support documentation is kept up to date, provide accurate data for reporting purposes and identify areas of improvement in line with the ethos of Continuous Service Improvement.  

Responsibilities

• Providing support for the Service Desk as the single point of contact for external customers’ operational team to log incidents, problems and service requests.
• Own and manage incidents and problems to ensure resolution and closure is confirmed with the external customers’ Service Desk.
• Incident validation to ensure all tickets are logged with the correct technical information and log files required to investigate and diagnose issues.
• Conduct 1st line triage for all incident tickets and escalate to the appropriate technical support teams as required.
• Phone, email and ticket system cover during business hours (8am – 6pm) on an early/late shift basis as needed.
• Assist with producing operational performance reports and statistics.
• Ensure all tickets raised are processed within agreed OLAs and SLAs, whilst ensuring that the customer is kept updated at all times.
• Share ownership of the ticket management process and continuously provide input into the review of Service Desk policies and standards in line with contractual ITIL v3 requirements to meet the evolving and future needs of the business.
• Pro-actively identify process improvements to keep developing new business initiatives to improve the processes and levels of service.
• Achieve objectives set to continue to work and deliver performance improvements.
• Undertake other such duties as may be reasonably required from time-to time by the Management Team.

Skills/Qualifications/Experience

• Established experience in a technical customer support environment, preferably in a dynamic, fast-developing high technology industry.
• Foundation level ITILv3 qualification (or a willingness to be trained towards this qualification).
• Experience in using IT Service Management tools to manage workload.
• A basic knowledge and understanding of the following is desirable but not essential: computing operating systems, RF principles, the utilities sector.
• Motivated self-starter, comfortable in fast-paced environment. Manages time effectively and adapts quickly to changing priorities and demands.
• Excellent interpersonal skills.
• High level of IT and PC literacy, able to organise plan and innovate.
• Team player who works productively and cordially with a wide range of internal and external contacts.
• Problem solving and analytical ability.
• Demonstrable integrity and high-ethical standards.
• Excellent customer facing skills with effective listening and communication (written and verbal) skills. 
• Happy to interface with stakeholders at all levels, both internally and externally.
• Possesses the willingness to learn, improve and adapt.