Description
Service Desk Coordinator (m/f) with Languages English (must), French (desirable), German (a relevant advantage)
Westhouse is a leading recruitment company that operates globally in the field of personnel selection, placement and project management.
For our client we are currently looking for a Service Desk Coordinator (m/f)
General information
Reference: 99040
Location: Luxembourg
Start: 04.09.2017
Volume: Full time Extension possible
Duration: Expected end date:
Languages: English (must), French (desirable), German (a relevant advantage)
Your Skills
- Very important and mandatory: Experienced functional FI/CO consultant Capable to have a deep functional/business discussion with business users Capable to understand and propose solutions for issues and requested evolutions Capable to understand developments (specs/debugging/estimate workload) (but doesn't need to be a developer)
- Good understanding of Support Processes and tools (ITIL) Able to organize and improve processes Able to educate consultants on the application of these processes and drive process compliance in the team
- Strong service orientation Focus on helping the end-user (make sure people can continue working) not on the technical solution (first a quick work-around - the fundamental solution can come later)
- Good communicator Assure proper communication with all involved (impossible to communicate too much in this role) Communicate in customer language (not in SAP jargon) Accurate and efficient communication Short communications are much more effective than long stories Simple and understandable language Very clear messages
- Good command of languages used English (must) French (desirable) German (a relevant advantage)
Your Tasks
- The Service Desk Coordinator is a management role to drive the operational functioning of one of the Customer specific Service Centers of the client (also called a Service Desk).
The primary mission of the service desks is twofold:
- Organization and execution of all activities on tickets
- This includes work done by different teams The focus in this context is on the following elements Reactivity (SLA) for P1 and P2 incidents (first priority) Process compliance and predictability of service on Change Request (and other plannable activities) (second priority) Effectiveness and cost efficiency of these operations (third priority)
- Management of the resources dedicated or allocated to the Service Desk Full operational management of the resources dedicated to the service desk Operational management of temporary allocated consultants for the time they have been allocated to the service desk Operational follow-up of structural subcontractors allocated to the service desk
SDC Responsibilities
Daily management of Support Tickets (in escalation) administrative management by dispatcher
SDC focuses on difficult - escalating and/or hanging tickets
Customer communication
Escalation management
Validation of estimates or other promises made to customers by consultants
Service Desk Resource planning and management
SLA follow-up and reporting (includes driving improvement actions)
Time registration and justification (cost allocation to different customers)
Process installation and improvement
Interested?
We look forward to receiving your application documents in electronic form.