Key Responsibilities:
•To manage the team by resource planning in order to optimize availability
•To set/agree goals and objectives for each team member using Global Assessment Tool.
•To ensure individuals meet their targets, using agent/ group statistics
•To manage escalations and make sure customer is kept informed
•Develops and maintains expert knowledge of customer specific business environment
•Develops and maintains an understanding of Service Level Agreement
•To deal with disciplinary matters and keep Manager and HR informed at all times
•Manage assigned projects and provide sufficient time to achieve goals within deadlines
•Maintain expert knowledge of incident process flow 具有事件进行流程的专业知识
•Monitor effectiveness of vendor support and escalate issues as necessary
•Give presentations to assist in promotional opportunities
•Develop understanding of Support Centre services provided by CIO-TS
•Target strong internal controls and quality measures and monitor them on an ongoing basis
•Develop and maintain technical skills and understanding of CIO organisation to achieve issue resolution at first point of contact
•Assist in the development and maintenance of departmental procedures, incident reports, and other special projects as required
•Demonstrate ability to further develop the skills of others and assist in identifying appropriate training needs of staff
•Monitor calls on an ongoing basis
•Listen to X calls per week to ensure quality
Reporting:
•Reports to: Helpdesk Operations Manager
Knowledge/Skills/Abilities:
•Exceptional customer service skills
•Strong communication skills in Japanese.
•Excellent interpersonal skills
•Strong leadership and mentoring skills
•Ability to organise staff and supervise workload for maximum efficiency
•Ability to interact effectively and share knowledge with people at all levels
•Ability to manage projects
•Strong problem solving and analytical skills
•Deep technical expertise in 3 of the following:
• Microsoft WindowsXP
• Microsoft Office
• Network Connectivity
• Network Management
• E-mail and Internet mail
• Print Services
• Lotus Notes
•Aptitude to manage many tasks simultaneously
•Ability to make effective presentations, facilitate meetings and group discussions
•Ability to work within and promote a team environment
•Strong administrative and organisational skills
•Strong technical background and demonstrated ability to assess the impact of technical issues on the business
•Fluent in Japanese
Qualifications / Experience:
•Bachelor degree in related field or equivalent work experience
•3 plus years Personal Computer experience including Customer Support or Help Desk
•3 plus years customer service or public relations experience
•Experience with the process of Problem Management
Relationships:
Internal Relationships:
Reports to: HDS Operations Lead: Qingbo Qu
Supervises: Dalian Helpdesk Japan support Team
