Customer Support Team Leader
Schlagwörter
Skills
ticket system, Jira, Confluence, Skype for Business, MS Exchange Admin Center, PowerShell, SCCM, HP Service Manager, Outlook Microsoft Office Service Now Jira SQL Java Confluence, HTML Windows, JavaScript, Linux, DMS
Projekthistorie
07/2021
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bis jetzt
01/2021
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07/2021
IT SERVICE DESK TEAM LEADER
INFOSYS LIMITED
* Manage & control a team of approx. 50 service desk agents
* Monitor the team's overall performance
* Provide agent-specific training in the field of IT
* Control adherence to KPIs on a regular basis
* Monitor SLA achievement on a daily basis
* Take full control & responsibility of customer complaints and escalations
* Monitor service tickets & incidents in ticket system Service Now
* Contribute actively towards resolution of incidents and service requests
* Monitor the team's overall performance
* Provide agent-specific training in the field of IT
* Control adherence to KPIs on a regular basis
* Monitor SLA achievement on a daily basis
* Take full control & responsibility of customer complaints and escalations
* Monitor service tickets & incidents in ticket system Service Now
* Contribute actively towards resolution of incidents and service requests
02/2018
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10/2020
CUSTOMER SUPPORT COORDINATOR (DACH & BENELUX)
OKI EUROPE LIMITED
* Manage 3rd party vendors
* Plan hardware repair services at customer site
* Resolve incidents and service requests received through ticket system (BPM Online)
* Provide product training for 3rd party engineers
* Reduce the warranty costs
* Reduce the consumption of spare parts and field services by strategic planning
* Manage & lead the customer support teams located in BeNeLux and Switzerland
* Plan hardware repair services at customer site
* Resolve incidents and service requests received through ticket system (BPM Online)
* Provide product training for 3rd party engineers
* Reduce the warranty costs
* Reduce the consumption of spare parts and field services by strategic planning
* Manage & lead the customer support teams located in BeNeLux and Switzerland
10/2017
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01/2018
CUSTOMER SUPPORT REPRESENTATIVE
COMPESO GMBH
* Answer customer inquiries by phone, email and through the ticket system (Manage Engine)
* Resolve service requests and incidents reported by customers
* Maintain and improve the internal knowledge base
* Create guidelines for active troubleshooting
* Resolve service requests and incidents reported by customers
* Maintain and improve the internal knowledge base
* Create guidelines for active troubleshooting
05/2016
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09/2017
2ND LEVEL IT SUPPORT SPECIALIST
FUJITSU
* Solve incidents and service requests reported by customers from different countries
* Communicate with customers in different languages to provide support and apply troubleshooting
* Remote support via Skype for Business and other remote tools (e. g. Team Viewer)
* Administrate and create shared mailboxes and other ressource mailboxes through MS Exchange
Admin Center and PowerShell
* Rollout and installation of client software through SCCM
* Monitor incidents and service requests through Service Now and BMC Remedy
* Communicate with customers in different languages to provide support and apply troubleshooting
* Remote support via Skype for Business and other remote tools (e. g. Team Viewer)
* Administrate and create shared mailboxes and other ressource mailboxes through MS Exchange
Admin Center and PowerShell
* Rollout and installation of client software through SCCM
* Monitor incidents and service requests through Service Now and BMC Remedy
11/2014
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04/2016
1ST LEVEL IT SUPPORT ENGINEER
T-SYSTEMS IBERIA
* Answer customer inquiries by phone, email and chat
* Monitor service requests and incidents through a ticket system (HP Service Manager)
* Provide a timely resolution of both requests as well as incidents by the use of remote support tools
* Onboarding of new support agents
* Training of other support agents in the field of IT
* Create knowledge base articles for the solution of IT related incidents
* Maintain the usability of the internal knowledge base
* Monitor service requests and incidents through a ticket system (HP Service Manager)
* Provide a timely resolution of both requests as well as incidents by the use of remote support tools
* Onboarding of new support agents
* Training of other support agents in the field of IT
* Create knowledge base articles for the solution of IT related incidents
* Maintain the usability of the internal knowledge base
Reisebereitschaft
Weltweit verfügbar