Ventyx, an ABB company, is a leading business solutions provider offering enterprise software, energy markets data, and advisory services.  Ventyx offerings comprise a broad range of solutions to address the most critical needs of utility, power, and communications companies, including asset management, customer care, energy analytics, energy operations, energy trading and risk management, mobile workforce management and network management. 

The Mission of Ventyx’s Managed Services Organization is to Support our Customer’s Mission Critical Systems by providing superior Quality of Services.

The Service Centre Specialist ensures the effective administration of Ventyx customer/s Desktop environments either internal or external customers.  The role will respond to all customer raised service requests and incidents in a time efficient, effective and courteous manner to the benefit of our Customers and Ventyx as a Business.

The role is part of the 24x7 Global service delivery team and plays a key link role between the Service Centre (Level 1) and Service Operations (Level 2). The objective of the role is to minimize Customer downtime and ensure incidents and service requests are resolved within the contracted Service Levels 100%.

Key results areas and accountabilities 

Complete the following tasks and adhere to Standards and Procedures;

• Investigation and Resolution of Incidents and Service Requests
• Ensure an accurate report of the resolution is documented in the call history including knowledge articles or technical documenters used in the resolution.
• Take responsibility for the effective and timely delivery of Desktop and onsite support services to end-users. 
• Perform installations and upgrades of computer equipment, software and firmware
• Perform system audits as required or requested by management.
• Perform system tests in a test environment prior to implementation in a production system, including any relevant documentation and recommendations.
• Resolve client support calls in accordance with contracted SLAs.
• Provide escalations to 3rd party support
• Provide advice and possible direct assistance, to Network and Infrastructure Support team members.
• Advise on the Onsite Teams tool’s and development requirements
• Participate in the implementation of new or upgraded infrastructure
• Conduct all interactions with internal or external clients is professional and courteous manner.
• Ensures compliance with Managed Services ITIL compliant Call Management Procedures
• Meet knowledge management targets, contributes to the accuracy of the documentation for Managed Services customers by updating or creating documentation for review and approval.
• Manage tasks in accordance with work instructions, and process or as directed in line with business priorities.
• Manage tasks in accordance with Ventyx best practice technical and core process standards.
• Contribute to monthly customer reports and internal ad-hoc in accordance with Managed Services customer reporting procedures, including provision of recommendations for tuning and upgrade of environments as required
• Build professional relationships with all stakeholders and develop a positive reputation for all Global Support internal to the Ventyx and externally.
• Participate in and give feedback to contribute to the defined training plans. Demonstrate self-motivation in managing self-training initiatives (self-study, use of sandpit environments, industry forum membership & participation etc)
• Ensure that you have completed and achieved all allocated development, training, audit and administrative tasks within the set time frame allocated.
• The position has no staff management responsibilities.
• Undertake other tasks as directed by Management.

CEO – Ventyx Limited

All your information will be kept confidential according to EEO guidelines.