The Service & Support Officer is part of the Joint Operations Center (JOC). The output of the JOC is establishing a common operational picture on invoicing, SLA-performance, whereabouts of ILIAS personnel, key project milestones and the key performance indicators that drive the ILIAS business plan.
JOC consists of a Service Desk and a Project Management Support component. Both have their part of responsibility for interfacing between the Company and its Customers.
The main activity of the Service & Support Officer is to support the ILIAS project managers and service managers who work in the frontline with our customers, such as following up on customer questions via our service management platform, preparing progress meetings, budget reviews and other supporting tasks.
Service Desk
· Front Office activities including processing, monitoring, and reviewing the customer software requirements.
· Support the process flow from purchase order recording to invoice preparation and which are related to specific requests for changes (to the product) or requests for services.
· Administrative support to the Production team.
· Publication and communication of all documented design deliverables to the user community.
Service Management Support
· Providing support to the Service Managers
· Acting as a facilitator between all internal stakeholders involved in Product and Service Management.
Project Management Support
Supporting all travel operations of colleagues by booking hotels, tickets, and other facilities for travelling colleagues that are dedicated to commercial activities or projects and this by applying the Corporate Travel & Cost Policy. For this, the Service Support Officer reports to the JOC Manager.
Approval of travel costs related to the projects. For this, the Service Support Officer reports to the Finance & Controlling Manager.
Exited and ready to explore how you could fit in?
Apply directly or reach out to youness.kaissi@Ilias-solutions.com for any questions.
we are thrilled to get to know you!
ILIAS Solutions specializes in information management solutions to support defence and humanitarian aid operations. Our software platforms are centred on the optimisation of operational readiness, and based upon the management of the resources required for those operations.
In order to provide our customers with solutions that are tailored to their specific needs, ILIAS Solutions consists of an effective team of experts in the development, implementation and maintenance of software systems, with experience in managing complex and sensitive assets maintenance and logistics systems. Our team can provide you with a wide variety of skills ranging from business analysis, process improvement and project management to software development, testing, training, maintenance, helpdesk services, and much more.
ILIAS Solutions is ISO 9001 certified for all activities related to the development, provisioning and maintenance of IT solutions for asset management.
