Location: Brabant Walloon
Start Date: Asap
Duration: 8 months + (extension)
Language: Dutch or French & English
Homeworking: 2 days per week
In this Service Desk Functional Lead position, you are the operational leader of the Service Desk team, which provides functional support
In general, you are in line with the vision of the department and ensure that the team can be deployed in an optimal way, as a support to the existing ecosystem (RUN). You are fully aware of URM’s strategy [striving to be a quality service brand] and you and your team ensure that the relationship with the dealers and the company’s internal stakeholders can be further developed. As manager of this highly experienced team, you will be at the forefront of putting the strategy into practice by making optimal use of the team’s extensive knowledge to create complementarity that results in added value for the customer.
As a Service Desk Functional Lead, your responsibilities will be to :
o Ensure that the Service Desk team, regardless of where the agents are located, performs their tasks in accordance with the Service Desk process.
o Ensure high priority issue escalations and communication to end users, in consultation with a communication team
o Take care of the reporting of the services offered to the customer based on the service level agreements (SLA).
o Organise and maintain the service according to ITIL principles
o Supervise agents who then translate the philosophy to the customers
o Support and participate in the recruitment, training and coaching of agents
o Promote the development and motivation of your team
o Work with agents to ensure that incidents are resolved, and problems are identified and investigated
o Ensure that documentation is carefully controlled in a consistent manner and regularly improved
o Collect and analyse information, and share the results with relevant stakeholders
o A Bachelor degree or equivalent through experience
o Extensive work experience in a service desk environment is essential, especially in the technical world.
o Very good written and oral knowledge of both national languages
o Ability to balance and plan the actions of the team in the short term
o Knowledge and understanding of relevant business processes (dealer/automotive industry related) is an asset, but not a must
o Knowledge and understanding of Service Management best practices
o A very good communicator both verbally and in writing
o A team leader with good interpersonal skills, including the ability to be influential and persuasive with stakeholders
If you are interested, please send us your updated resumé at email@example.com