Perform delegation role on problem transactions according to processes and procedures in place (exceptional ones such as where an approver is absent for a long period or has left the company or is missing).
Provide outbound telephony support in the agreed languages and english where needed.
Redirect queries received but not in scope of helpdesk to other support areas according to agreed procedures (which may in some cases require the helpdesk to raise a technical ticket).
Manage in-scope queries through to resolution and update the ticketing system throughout.
Define SLAs and critical metrics for the helpdesk operations including reporting and escalation responsibilities.
Generate reports and dashboards on helpdesk performance according to above KPIs / SLAs.
Find opportunities for efficiency improvements of helpdesk processes including improved load balancing and FTE reduction over time as well as the use of LEAN methodology and automation where feasible.
Recommend target updates to training or help materials and new training requirements based on high frequency calls to helpdesk (type of call, business areas etc.
with the aim of reducing helpdesk calls and increasing the percentage of self-service.
Implement processes for securing and reporting quantitative and qualitative customer (of helpdesk) satisfaction assessments including regular feedback (post-call), periodic surveys and corrective action plans based on findings.
Maintain helpdesk scripts and standard operating procedures for team to ensure up to date with the latest service requirements and any tool changes / enhancements.
Minimum Qualifications :
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