Teamlead Support Engineers
The Helpdesk Team Coordinator is responsible for the operational and people management of the first/second line team.
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The Helpdesk Team Coordinator is responsible for the operational and people management of the first/second line team.
He will also perform specific projects requested.
He/She motivates and supports the helpdesk operators, ensuring that incidents/requests/changes/problems are dealt with according to defined KPI’s/SLA’s to the satisfaction of end-users:
- Manage the performance of services to customers to ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded.
- Escalation level for incidents/requests of the service desk
- Manage critical customer incidents, associated with customer communication, activities, and any appropriate escalations.
- Provide reporting about incidents analysis and KPIs.
- Coordinate the Helpdesk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members.
- Follow-up of customer complaints with corrective actions at the customer.
- People Management (SPOC between Team and Direct Manager
- Management of rotation/evolution
- Animation and motivation of his team
- Organize monthly team evaluation
- Define training plan regarding customer and market needs
- Management of team performance (Team results & productivity)
Ownership Teamleader:
Responsible for the day-to-day follow-up of the tasks to be done by his L2 team. It will concretely say:
- Planning management of his team and backups
- Daily/weekly meetings with team/operation manager
- Motivation of the agents to do their daily tasks (incidents, requests, planned analysis of problems and changes, operational tasks).
Location
Brussels, Belgium
- Afdeling
- IT
- Locaties
- Brussels
- Soort dienstverband
- Fulltime
- Werkniveau
- Directie / hoger management
- Language
- English, Dutch, French
Collega’s
Brussels
Why work with us?
-
Honesty and clarity
We ensure these values are the basis of our interaction with everyone; clients, candidates, suppliers and each other. -
Proactivity
We are creative and solutions driven and don’t rely on existing methods. We are flexible, open to change and constantly question the status quo -
Long-term relationships
We develop relationships with a view to forming successful and sustainable long term partnerships of mutual benefit. -
Knowledge
We continually build upon our in-depth understanding of the disciplines and sectors in which we operate.
Recruit4.work
Recruit4.work will do more than just finding that absolute professional for you. We judge the person also at their personal and contactual abilities.
Will he/she fit within your organisation structure? Is he/she a real team player, will he/she show enough leadership to lead a larger unit, is it a real personality, and will he/she estimate that very special procedures characterizing your organisation?
A company specialized in recruitment and selection will take those aspects seriously in the profile.
Recruit4.work is such a company.
Teamlead Support Engineers
The Helpdesk Team Coordinator is responsible for the operational and people management of the first/second line team.
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