DirecciónAre you enthusiastic about creating memorable experiences? Then come join us at Concentrix + Webhelp and work with energetic people who strive to enjoy every day.
We are looking for an English-speaking Supervisor (On-site) to join one of our exciting projects.
What we offer you
You will be trained and constantly guided by your managers and your team. You will learn new processes, develop your language and communication skills, as well as work in a digital environment, with some of the most innovative technologies on the market.
What you will learn with us will make you a valuable member of our team or any other team.
Your benefits :
- Full time 39 hours / week contract : Monday to Friday 12 : 00 to 21 : 00
- Great office location in Barcelona
- Friends hunting (referral) bonus
- Full paid training about the company and the project you will be working on
- Career development program and specialized courses
What you'll experience with us
As a Supervisor in our team, you will :
- Oversee timely response to customer requests
- Support its Service Desk agents in daily doing
- Ensure that its Service Desk agents properly record data in the ITSM ticket system
- Facilitate communication between team members
- Generate operational reports and statistical data analysis
- Propose improvement actions in procedures
- Ensure compliance with management indicators
- Monitor compliance with procedures and policies of the area
- Ensure compliance with the Service Levels
- Qualify responses to calls, e-mails and notes from users regarding complaints about incidents
- Contribute to the development of policy and procedure manuals
- Generate periodic management reports for the Technology and Help Desk Management such as workload; pending problems to be solved;
technical reports; types of problems; user compliance survey
We'll be a great match if you :
- Have a proficient or bilingual level of English. Any european language is a plus!
- Have a professional or technical degree in Computer and Information Technology, Systems Engineering or related fields
- Possess minimum experience of 2 years in systems companies, consultancy firms, IT integrators and at least 1 year of experience managing a team
- Possess good knowledge in troubleshooting hardware and software and an analytical approach to complex issues
- Have experience in ITSM ticket systems (ServiceNow) and ideally knowledge of processes according to ITIL V4
- Have knowledge and handling of dynamic tables, Help Desk management tools
- Possess high customer orientation, willingness to work shifts and strong analytic and leadership skills
- Are open minded
We are an equal-opportunity employer
We are committed to equal employment opportunities for all candidates and a work environment free of discrimination and harassment.
All our recruitment practices are based on business needs, job requirements, and personal qualifications, without regard to gender identity, age, religion, ethnicity, family or parental status, or any other classification protected by applicable national laws.
RRQ23-009311-1-EMEA
