Supervisor, Tech Services
QuintilesIMS
Porto Salvo, Portugal
há 6 dias

Responsibilities

Include but are not exclusive to :

  • Manage Day-to-day activity in the Service Desk
  • Monitor real-time ACD reports to supervise staff availability and monitor status of up-to-the-minute service levels.
  • Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes.
  • Monitor all escalation queues to ensure hand-off times between Tiers are met.
  • Field assistance requests during staffing shortages or Excess Call Volume.
  • Perform QAs of technicians’ interactions with field customers and provide remediation as necessary.
  • Ensure clear, complete and concise logging of all customer service interactions between Help Desk Analysts and relevant counterparts.
  • Call logging includes an accurate account of the problem reported and actions taken to resolve the issue in addition to the categorization of the Assistance Request.

  • Generate and analyze reports for the identification of trending issue volume, training opportunities, system problems, and status of open calls.
  • Act as first level of management escalation for issues requiring leadership attention.
  • Apply appropriate level of supportive or directive guidance as technicians’ competence and confidence level varies for each task or project.
  • Provide coaching, performance evaluation and necessary corrective actions to direct reports.
  • Identify high performing Analysts and Mentor them for succession planning.
  • Other responsibilities, as dictated by Manager.
  • Minimum Education, Experience, & Specialized Knowledge Required :

  • College graduate or equivalent work experience.
  • Service Desk or sales skills and experience.
  • 2+ years of Help Desk experience and prior Technical Support leadership experience preferred.
  • Excellent verbal and written communication skills.
  • Strong customer service orientation and expert-level technical skills.
  • Ability to delegate and monitor tasks to subordinates.
  • Microsoft Office Suite, Windows Operating Systems, and Internet applications.
  • Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
  • Possibility to work in shift pattern.
  • English and French are mandatory
  • Inscreva-se
    Meu e-mail
    Ao clicar em "Continue", autorizo a neuvoo a processar os meus dados e a enviar-me alertas de e-mail, conforme detalhado na Política de Privacidade da neuvoo . Posso retirar o meu consentimento ou cancelar a subscrição a qualquer momento.
    Continue
    Formulário de candidatura