от компании (организации): IQVIA в городе (населённом пункте): Москва, Россия
в отрасли экономики "Информационные технологии, интернет, телеком" → "CRM системы"
с заработной платой: по договоренности
Вакансия № 22364413 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Среда, 7 августа 2024 года.
Дата обновления вакансии № 22364413 на сайте Работа в Москве и Московской области (МО, Подмосковье): Суббота, 21 сентября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 22364413 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
1–3 года
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: Service Desk Manager
Role Purpose:
Responsible for supervising Help Desk Analysts’ activities and providing them daily direction. Ensuring premium service delivery to field forces through resource management, applying appropriate staffing levels, motivating Help Desk Analysts, monitoring Automatic Call Distributor (ACD) & statistics.
Job Responsibilities Include but are not exclusive to:
· Manage Day-to-day activity in the Service Desk
· Monitor real-time ACD reports to supervise staff availability and monitor status of up-to-the-minute service levels.
· Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes.
· Monitor all escalation queues to ensure hand-off times between Tiers are met.
· Field assistance requests during staffing shortages or Excess Call Volume.
· Perform QAs of technicians’ interactions with field customers and provide remediation as necessary.
· Ensure clear, complete and concise logging of all customer service interactions between Help Desk Analysts and relevant counterparts. Call logging includes an accurate account of the problem reported and actions taken to resolve the issue in addition to the categorization of the Assistance Request.
· Generate and analyze reports for the identification of trending issue volume, training opportunities, system problems, and status of open calls.
· Act as first level of management escalation for issues requiring leadership attention.
· Apply appropriate level of supportive or directive guidance as technicians’ competence and confidence level varies for each task or project.
· Provide coaching, performance evaluation and necessary corrective actions to direct reports.
· Identify high performing Analysts and Mentor them for succession planning.
· Other responsibilities, as dictated by Manager.
Minimum Education, Experience, & Specialized Knowledge Required:
· College graduate or equivalent work experience.
· Service Desk or sales skills and experience.
· 2+ years of Help Desk experience and prior Technical Support leadership experience preferred.
· Excellent verbal and written communication skills in English.
· Strong customer service orientation and expert-level technical skills.
· Ability to delegate and monitor tasks to subordinates.
· Microsoft Office Suite, Windows Operating Systems, and Internet applications.
· Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
· Possibility to work in shift pattern
English - B1/B2 Russian - Fluent
At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way.
Откликнуться на эту вакансию: Service Desk Manager
Предыдущая вакансия:
Вакансия № 22364399 на должность Руководитель направления Power BI (удаленно) от компании INVO Group в городе (населенном пункте) Москва