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Visser & Van Baars - Service Desk Supervisor

Project description

  • To manage the Service Desk for dealing with internal/external customer enquiries and incidents for the internal IT function.
  • To manage the performance of Level 2 services & support to clients (internal) and ensure that service levels are achieved.
  • To ensure that customer expectations are met or exceeded.
  • Responsible for ensuring that staff are meeting and exceeding expectations in regards to performance, meeting defined  metrics/benchmarks, and that standards and processes are followed and protocol observed to provide effective customer service and meet requirements through an ITIL framework.
  • Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance.
  • Oversee the incidents, problems, change and requests.
  • Manage and coordinates urgent and complicated support issues become the incident manager in major incidents.
  • Act as escalation point for all incidents and requests.
  • Develop and mature phone & email ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Manage process for communicating outage/emergency activities to the organization.
  • Provide data and reporting of KPI's and trends to Management and others in ad-hoc, weekly, monthly and as needed.
  • Will drive Ticket and develop strategies for improvement.
  • Work to make Service Desk the single source of service delivery channel for the company.
  • Monitor and manage phone & email queue (participating in escalated calls as needed).
  • Oversee Solutions repository on Confluence and ensure top quality solutions are available to the staff.
  • Develops Service and Operational Level Agreements to set expectations and measure performance.
  • Develops an effective and workable ITIL framework for managing and improving customer support in the organization.
  • Advise management on situations that may require additional client support or escalation.
  • Escalation may involve out of hours' support via phone or email
  • Train, coach and mentor Service Desk Analysts and Technical Engineers.
  • Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
  • As needed, schedule employees working times and provide backup support.
  • Interact with internal customers.
  • Ensure that customers receive timely updates on incidents
  • Ensure that customer incidents that occur across Esko IT services or involve multiple 2nd line groups and 3rd Parties are coordinated so that the customer receives a consolidated response from Esko IT
  • Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
  • Maintain ticket updates with accurate notes on current status
  • Escalate to 2nd and 3rd line support teams, inform senior management teams of P1/P2 incidents
  • Engage with third parties to provide Root Cause Analysis (RCA) for third party services
  • Document internal time lines for resolved incidents where a RCA is required.
  • Maintain accurate contact databases and records




6 months





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Company description

Visser & Van Baars richt zich enkel op de BI en Big Data markt. Door onze focus kennen we deze markt als geen ander. Om de kwaliteit van ons netwerk te waarborgen richt iedere consultant zich op één specialisatie binnen zijn eigen regio. Van multinationals tot KMO-bedrijven en start-ups, ze zitten allemaal in ons netwerk.

Onze propositie is gericht op kwaliteit, wij combineren recruitment met betrokkenheid en kennisdeling. Dit doen we door onze consultants te trainen en testen op kennis over zowel BI en Big Data onderwerpen als recruitment. Daarnaast houden wij de markt goed in de gaten, hierdoor zijn wij altijd op de hoogte van de laatste trends.. Wanneer je toe bent aan een nieuwe freelance opdracht of een volgende stap in je carrière is Visser & Van Baars de geschikte partner voor jou. Door onze jarenlange ervaring en sterk netwerk hebben wij altijd een klus of functie die bij je past. Of je nu internationaler, flexibele uren of juist dichterbij huis wilt werken, wij kunnen het voor je waarmaken.

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