Senior Help Desk Specialist

hace 20 horas

Guadalajara, México EPAM Systems A tiempo completo

We are looking to recruit a talented **Senior Help Desk Specialist** to manage queue operations effectively.

In this capacity, you will oversee monitoring activities, handle agent queue assignments, and ensure compliance with SLAs, SLOs, and KPIs. Your responsibilities will also include generating and overseeing daily reports, setting objectives and timelines for each case, and mentoring agents in managing their time and cases to enhance efficacy. You will directly report to Team and Program Managers and work collaboratively with different teams involved in the project.

RESPONSIBILITIES
- Manage the entire case process from initiation through resolution
- Assign cases based on initial response SLA, case priority, and support tier
- Review and refine case handling processes while identifying any discrepancies
- Transfer cases among agents when needed
- Communicate incidents related to operations or specific agents to Team Leads or Team Managers
- Supervise multiple agent queues
- Prepare transition reports for cases moved to alternative sites or regions
- Utilize and update documentation and tools regularly
- Host periodic meetings with Team Leads and Team Managers

**REQUIREMENTS**:

- 3+ years of experience in help desk roles or related fields focused on queue management
- Exhibit superior quality scores and consistent performance metrics
- Proficiency in understanding performance metrics
- Capability to use Excel and Google Sheets effectively
- Familiarity with ITSM frameworks with a comprehensive understanding of ITIL
- Background in internal procedures and utilization of tools
- Advanced proficiency in English, both verbal and written

NICE TO HAVE
- Background in workforce management

WE OFFER
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

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