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Job description

 
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Service Desk Operational Lead with French and English


Location: Barcelona, Spain

Department: Native Speakers

Organization

Automotive supplier of components and systems to vehicle manufacturers around the globe.


Function

We are seeking a Service Desk Operational Lead to schedule and supervise the work of the Service Desk Support staff. Some of the main responsibilities for this person will be:

-Assures excellent customer service betweem help desk and customers.
-Plans, coordinates and supervises work assignments and workloads for help desk personnel, ensuring adherence to departmental policy and procedures. Provides reports on help desk activities, performance and operational issues.
-Responds to user requests and issues, recording relevant information. Assures resolution of escalates incidents and optimizes performance in accordance with predefined service level agreements. Understands how to monitor solution outcome and resultant customer satisfaction.
-Develops workflow, processes, goals and policies to continually improve the quality of customer service.
-Works actively with other managers to be able to onboard new activities into the service desk (shift left).
-Independently studies, develops and standardizes technical procedures to improve efficiency and effectiveness of operations, making sure goals and objectives are met.
-Plans, develops and implements projects to educate the end user, deployment of new equipment and /or services.
-Develops and implements methods of monitoring customer service and receiving feedback from customers including monitoring calls to ensure they are being handled in a professional and efficient manner, performing follow up calls on complaints, completed work orders and compiling reports on customer service feedback surveys.
-Monitors and tracks turnaround time for all work orders, interpersonal communication with clients, accuracy of technical assistance provided and proper closure/escalation of calls referred to other areas.
-Assists in daily operation of the Service Helpdesk, which includes, but is not limited to: resolving service requests through hands-on work with PCs, laptops, printers, handheld devices, servers and all other associated computer peripherals and software. Participates in the on-call rotation schedule.
-Participates in wider community with other regional leads and operations managers to cover for absence, peaks in workload and to share knowledge and lessons.
-Organizes the identification of training needs, prepares schedules for end user training.



Requirements

Successful candidates will have the following skills, languages and experience:

-Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
-Excellent oral and written communication skills.
-Good organizational and people management skills.
-Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
-Decision making skills to quickly select alternatives such as repair, replace or reconfigure.
-Empathy to business needs and requirements, ability to set realistic business expectations, and communicate with business on a daily basis.
-Speak fluently English and French. Spanish would be a big plus.
-ITIL Service Desk Certified.
-3+ years of practical experience utilizing the ITIL framework and 5+ years’ experience involving a combination of troubleshooting, installing, upgrading and maintaining PCs, laptops, printers or associated peripherals in a Microsoft Windows operating system environment, utilizing Microsoft products including but not limited to MS Outlook, MS Exchange and virus protection software.
-Ability to understand and monitor ITIL processes as Incident, problem and change management.


Offer

-Permanent contract

Information

Íngrid Terrats Niubó
iterrats@talentsearchpeople.com
(+34) 93 231 00 00 (ext. 145)

Application

Íngrid Terrats Niubó
iterrats@talentsearchpeople.com
(+34) 93 231 00 00 (ext. 145)



Talent Search People is an international recruitment agency based in Barcelona, Madrid and Lisbon. We provide highly specialised recruitment services within our four areas of expertise: Sales & Marketing, IT & E-Commerce, Native Speakers and Finance & Administration.


TALENT SEARCH PEOPLE S.L.
Placement agency Nº 9900000357
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