Helpdesk Manager Ref. 003026

Mission:

• Management, animation and supervision of the Helpdek team

• Accompanying the team members to improve their performance, actively participate in the development of a culture of quality, punctuality and sense of service, encourage knowledge sharing, support their professional development and ensure compliance with procedures;

• The development and optimization of the team's schedule to cover the opening hours of the helpdesk by anticipating fluctuating activity periods in order to minimize user waiting time;

• The implementation of reporting tools to ensure the monitoring of activity and measure the quality of services;

• Assist the team in resolving incidents or service requests;

• Resolving incidents using the existing knowledge base and participating in its enrichment;

• Participation in the recruitment, training and evaluation of team members;

• Monitoring of indicators and the quality of analyses and responses made by the team;

• Management of end-user complaint requests;

• The development and/or improvement of procedures to obtain an efficient and quality assistance process;

• Make proposals to improve and optimize the tools used for support;

• The realization and transmission of the monthly reporting to your operational manager measuring the quality of services provided;

• Managing escalations to the various Level 2 support teams based in Paris and actively participating in weekly intra-team coordination and problem management meetings.

Profile:

• Diagnosis of breakdowns or anomalies

• Analysis of malfunctions

• Drafting of procedures

• Diagnostic methods

• Management of commitments

• Techniques for taking calls

• Incident management tools

• Sense of organization

• Spirit of initiative

• Customer orientation

• Team leadership

• Communication skills

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