CSC - Service Management

23 hours ago

Taguig, National Capital Region, Philippines Canon Full time $40,000 - $60,000 per year
About UsAbout the RoleEssential Duties and Responsibilities
  • The CSC team will work with the Client Services Managers (CSM) to conduct activities around nominated Managed Document Services (MDS) accounts to ensure Canon business objectives and customer deliverables are met.
  • Work with relevant Canon departments to coordinate key information, deliver seamless processes and ensure data accuracy.
  • Enable the Managed Services and Service Delivery team to focus on core business deliverables.
  • Assist with the preparation of monthly customer performance reporting including;
  • Produce manual customer reports using data from different sources
  • Collate customer reporting as required by CSM's
  • Escalate any discrepancies with information or system set up with the relevant internal department, track information and follow through to completion.
  • Assist CSM with monthly MDS reporting which may include producing manual reports using invoice data, other data sources, produce graphs and analytical summaries.
  • Internal escalation management - manage tasks with internal teams follow up to completion.
  • Assist with fleet management - support IMACD requests.
  • Complete account reconciliations to ensure data accuracy.
  • Collate billing and reporting/consolidate into master rolling data files.
  • Managing service tickets in the Customer's ITSM Tool.
  • Raising and monitoring incidents within Canon's ITSM system for tracking and reporting.
  • Resolving or escalating service incidents as second-level support.
  • Assisting with and managing IMACD (Install, Move, Add, Change, Delete) requests.
  • Handling standard changes and updates related to service requests.
  • Ensuring high levels of customer satisfaction and meeting service levels.
  • Remotely monitoring product statuses and resolving issues.
  • Maintain an accurate asset register and run service reports.
  • Escalate any discrepancies with information or system set up with the relevant internal department, track information and follow through to completion.
  • Assist CSM with monthly MDS reporting which may include producing manual reports using invoice data, other data sources, produce graphs and analytical summaries.
  • Internal escalation management - manage tasks with internal teams follow up to completion.
  • Assist with fleet management - support IMACD requests.
  • Complete account reconciliations to ensure data accuracy.
  • Collate billing and reporting/consolidate into master rolling data files.
  • Managing service tickets in the Customer's ITSM Tool.
  • Raising and monitoring incidents within Canon's ITSM system for tracking and reporting.
  • Resolving or escalating service incidents as second-level support.
  • Assisting with and managing IMACD (Install, Move, Add, Change, Delete) requests.
  • Handling standard changes and updates related to service requests.
  • Ensuring high levels of customer satisfaction and meeting service levels.
  • Remotely monitoring product statuses and resolving issues.
  • Maintain an accurate asset register and run service reports.
Qualifications
  • Minimum of 2 years relevant professional experience in technical support or customer service
  • Tertiary qualifications in Business Management or equivalent.
  • Strong time management skills and the ability to multitask.
  • Excellent verbal communication and written communication skills
  • High level of accuracy and attention to detail
  • Advanced computer skills, particularly Microsoft Word, Excel, PowerPoint
  • Knowledge with Salesforce, ServiceNow, Cherwell or any IT System Management.
  • Ability to work independently and as a team.
  • Proven analytical skills and experience in understanding requirements / implementing solutions

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