Job expirat
To manage teams by resource planning in order to optimise availability
To set goals and objectives for team members
To manage escalations and make sure customer is kept informed
Develops and maintains expert knowledge of customer specific business environment
Develops and maintains an understanding of KPIs and SLAs
Monitor effectiveness of vendor support and escalate issues as necessary
Participate in sales opportunities and client visits.
Assist in the development and maintenance of departmental procedures, incident reports, and other special projects as required
Demonstrate ability to further develop the skills of others and assist in identifying appropriate training needs of staff
Monitor calls using NICE tool on an ongoing basis as per agreed QIP guidelines
Fluency in English and German
Bachelor degree in Computer Science or related field or relevant work experience
+5 years experience in a Service Desk environment
+2 years exposure to people management
Availability to work in shifts
Good technical expertise in 3 of the following: MS operating systems , MS Office, Network Connectivity, Wireless/Bluetooth technologies, E-mail and Internet connectivity , Hardware
Accenture is a global management consulting, technology services and outsourcing company. With more than 181,000 people serving clients in over 120 countries, the company generated net revenues of US$23.39 billion for the fiscal year ended Aug. 31, 2008. Its home page is www.accenture.com
Our clients are some of the world\'s most dynamic organizations - 96 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500. Committed to deliver innovation, we help them find the ways to become more successful in every part of their business from strategic planning to day-to-day operations.
Our people are our most important asset and we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your manager to determine what skills you need and how to build them.
Choose Accenture for a career where the variety of opportunities and challenges allows you to make a difference every day. A place where you can develop your potential and grow professionally, working alongside talented colleagues. The only place where you can learn from our unrivalled experience, while helping our global clients achieve high performance. If this is your idea of a typical working day, then Accenture is the place to be.
