Attività
- Analyse current processes, stakeholder needs and available service data.
- Identify opportunities to improve request intake, classification, assignment and escalation.
- Design user-friendly forms, workflows and a structured knowledge-management approach.
- Develop and test a TOPdesk prototype within an agreed pilot scope.
- Propose roles, responsibilities, service levels and knowledge-review processes.
- Define relevant KPIs and develop a dashboard concept.
- Deliver an implementation roadmap, business case and recommendations for further expansion.
Requisiti principali
- Interested in business analysis, process improvement, service management and knowledge sharing.
- Able to translate stakeholder requirements into practical digital solutions.
- Strong analytical, research and communication skills.
- Comfortable working independently and collaborating with different stakeholders.
- A Pre, familiarity with TOPdesk, workflow configuration or dashboarding is an advantage; prior customs expertise is not required.
- must be a final year university student with a mandatory internship requirement
