Beschreibung
The Supervisor acts as an interface between the Service Desk Agents. The supervisor is to be informed about all Incidents with priority “critical“ or “high“. The supervisor then acts as an interface between the Event Coordinator and the Service Desk Agents.In addition the supervisor must answer all emerging questions and/or ensure clarification.
The Supervisor informs the Service Desk Agents accordingly regarding changes, current Issues and planned modifications.
• Make sure that the Service Desk guidelines are observed
o Direct registration of all calls in ITSM
o Registration of other inquiries (emails, web etc.) in ITSM
o Use of the knowledge management
o Correct and objective documentation of the processed case / solution
o Categorisation and classification of the tickets
o Correct routing of the tickets
o Timely processing of incoming EMEA Mail-In emails
o Development of the agents’ knowledge
• Ensure adequate resource planning to capture KPIs and address business needs
• Ensure the monitoring process is done continuously
• Ensure a service availability rate of at least 70%
• Ensure a First Call Resolution (FCR) rate of at least 65%
• Ensure continuous optimisation of the service
• Make sure that negative customer feedback is processed in a timely manner
• Make sure that the agents attend appropriate training
• Make sure that the EMEA desktop cases are continuously processed (ITSM – no unassigned tickets)
• Communicate with other IT areas on a regular basis in order to enhance cooperation
• Act as a competent and objective intermediary in the event of conflicts between First Level Agents
• Communicate in a competent and objective manner with the Service Desk Agents regarding actual incidents
• Communicate in a competent and objective manner with the Senior Knowledge Analyst or the IT management (depending on the requester)
• Make sure that all relevant information needed by the First Level Agents is available, up-to-date and comprehensible (knowledge management)
• Deescalate complaints in a competent manner
• Report to the GSD EMEA IT management regularly
Manage the Service Desk Agents (team lead)
• Hold weekly team meetings at the Service Desk to have a two way communication between SV and Agents, distribute Information and get feedback from the Agents.
• Plan and optimise the necessary resources based on the KPIs and roles (Shift Plan)
• Elaborate and document possible service improvements
• Temporarily update Avaya language skills in the event of increased number of calls to meet the KPI’s.
• Escalate unprocessed tickets from the Team
• Support the agents to find solutions
• Report to the IT management (GSD EMEA)
• Provide necessary information by means of the knowledge database
• Communicate/give timely feedback regarding the latest issues thatimpact the KPI’s
• Update the Service Desk Agents with regard to current changes (no later than one day after the respective announcement from the IT management)
• In the event of bottlenecks – work as a First Level Agent
• Request missing assignment rules or support groups via ITSM SME
• Request missing product names via ITSM SME
• Prepare and provide information and solutions to the Agents (knowledge management)
• Support the Event Coordinator when editing front end messages and updating the GSD portals
• Follow-up and document complaints
• Attend monthly Supervisor Meetings
• Attend meetings of other IT areas on a regular basis
• Provide the defined reports in time
• React appropriately to customer feedback (not resolved)
• Make sure that the Service Desk guidelines are observed
• French, German,English verbal and written
• Capacity to deal with conflicts
• Strong communication and team orientation skills
• Solution focused
• Analytical approach to problem solving
• Ability to resolve incidents regarding standard
Please send us your CV in MS Word format. Reference :J091066 Duration :6 MONATE+ Location : NEAR PARIS Languages : FRANZÖSISCH, DEUTSCH, ENGLISCH GFT Resource Management GmbH LIEPE, SVENJA T : F :