Service Desk Supervisor

hace 4 semanas

Guadalajara, México Plexus A tiempo completo

Purpose Statement: Provide level one support for users to determine problems and resolutions, Provides technical support to Plexus global user community while ensuring that applications, systems, networks and technologies are available and functioning in support of business processes. Collaboration with other IT personnel, vendors and business personnel to identify and resolve issues as well as provide effort to technology projects that promote the Plexus philosophy and business objectives.

Key Job Accountabilities:

Provide high quality service via phones, e-mails as a receiver and caller for supported applications and technologies.Ensures user satisfaction by resolving moderate operational issues regarding areas of expertise or assignment, utilizing Plexus policies and/or procedures.Escalate and route calls and tickets to second level support per defined processes.Be the first point of contact in order to get the proper visibility for IT issues and get the right people involved.Provide level one problem analysis, problem determination, and problem resolution for IT systems.

Additional Accountabilities:

Meet commitments to customer.Display time flexibility towards shift as required.Fulfill service request form appropriately for the customers.Participate in the weekend/holiday on-call rotation.Use questioning and listening skills that support effective telephone communication. Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.Understand the impact of attitude in handling calls professionally.Effectively deal with job stress, angry callers, and upset customers; use the most appropriate way to communicate with different behavior types on the telephone.Apply the elements of building positive rapport with different types of customers over the phone.Apply appropriate actions to effectively control a telephone call.Minimal travel may be required to meet the needs of the business.Additional duties as assigned.

Education/Experience Qualifications:

A minimum of a Bachelor’s degree is required; a Bachelor’s degree in information technology is preferred. Three (3) years of related experience is required; Three (3) or more years of related experience is preferred. 

An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.


Other Qualifications:

Basic Computer SkillsBasic Decision making, Problem Solving SkillsAdvanced Verbal and Written Communication SkillsThe ability to diagnose, troubleshoot and resolve (follow up) issues over the phone in a fast-paced, dynamic environmentCommitment to service center successExceptional customer service, listening, problem solving, time management/organizational and interpersonal skillsAbility to work closely with other team members and departmentsPerformance Standards: Employee may be reviewed at least annually on his/her ability to achieve the outcomes stated about. Additionally, the company will provide the employee all internal training courses necessary to do the job. The employee must work safely at all times and maintain the confidentiality of all department, company, and customer informationCall Management SoftwareAsset Management SoftwareIncident Management SoftwareGeneral office equipment and materials

Work Environment:

The work setting should consist of an office environment with suitable lighting, comfortable temperatures, and a low noise level.

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