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The Team Leader Helpdesk is a key role in leading his / her Helpdesk team, while ensuring high standards of providing IT support services for ING’s clients, according to our standards.
Managing one of the two Helpdesk teams and all activities related to this team.
Provides high value quality services, in line with the Service Level Agreements, delivery road map & milestones, anticipates and validates action plans, improvements and other requirements as needed by the service beneficiaries and his / her team.
Engages the team in the Employee Experience Program and uses NPS, as well as other metrics and insights from various points of employee experience journey, in order to have a comprehensive, actionable view of employee experience performance.
Pro-actively seeking for areas of improvements in processes and proposing & implementing corresponding action plans, policies & procedures, within the pre-
agreed quality and deadlines terms;
Ensures that Helpdesk team’s representatives are involved in all relevant bank-wide projects while propper testing, implementing, training and maintenance is executed.
Managing the relationship with all ING and Non-ING (both IT and non-IT) partners, with respect to the IT services his / her team provides.
Monitors the implementation of the strategic objectives of ING into operational objectives as appropiate for this area of activity.
Ensuring the managed team handle the incidents accordingly, follow the Incident & Problem Management processes and investigate the root-
causes, while being compliant with ING standards and practices.
Ensuring the work procedures are at any moment up-to-date / complete and annualy revised.
Developing the team members : career coaching, continuous learning and development, objective setting knowledge sharing, both inside and outside the team.
What you bring to the team
University degree (IT, Engineering) and professional experience of at least 2 years;
Experience with IT service and process management, incident and problem management, process refinement;
Focus on collaboration, teamwork and customer service, in and out of own teams;
High ability to communicate assertively across entire organization;
Good command of English;
Excellent conflict management aptitudes;
Capability of assuming decisions while keeping risks at a low level;
Drive for excellence in customer servicing.