Helpdesk Manager Ref. 003026

fes, Morocco
Full Time
Mid Level

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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