Job expirat
• To manage teams by resource planning in order to optimize 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
• It's a plus to have German/French language skills
• 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
Bring your talent and passion to Accenture - sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.
Accenture is one of the world's leading companies providing consulting, technology and outsourcing services, with approximately 281,000 people serving clients in more than 120 countries. We work with our clients to help them find ways to become more successful in every part of their business, from strategic planning to day-to-day operations. We focus equally on employees' development by creating a culture of excellence and offering extensive training programs that support professional growth.
To find more about Accenture and how you can use and improve your skills, visit our careers website accenture.ro/cariere and our Facebook page facebook.com/accenture in romania.
