Job Purpose:

At this level, jobholders will provide technical know-how and input to more complex issues. This will entail planning and scheduling work and the day-to-day supervision of small team of staff, ensuring quality, productivity and system availability objectives are met. This will also require significant experience of complex technical systems and will be involved in providing solutions and expert advice to highly complex client issues or managing one or more complex service contracts.

Responsibilities:

·       Undertake more complex tasks within the team and provide technical support/ advice to others.

·       Ensure that all out of line operational issues are escalated in accordance with company technical escalation processes.

·       Monitor adherence to technical and quality standards for own area and ensure full compliance with established procedures.

·       Ensure the most effective utilisation of resources, planning, scheduling and monitoring the work of the team.

·       Ensure the delivery of cost effective and quality services in line with our contractual obligations thereby achieving high levels of customer satisfaction.

·       Review and report on the performance of the team, identifying resource requirements where appropriate.

·       Communicate relevant information to the team.

·       Identify and act on opportunities to improve existing processes and work methods implementing changes as appropriate.

·       Liaise with key customers, account managers and colleagues, providing technical guidance and advice in support of a customer issue.

·       Ensure statistical data is maintained and reported to management, field staff and customers as required.

Requirements:

·       Educated to high school diploma level

·       6-12 months customer service experience

·       6-12 months experience in a technical help desk environment in a L1 role

Competencies:

Getronics Competencies                                             Job Specific Competencies

Teamwork                                                                                     Planning and organization

Communication                                                                           Stress tolerance

Responsibility                                                                               Organizational Sensitivity

Initiative                                                                                        Persuasion

Focus on results                                                                           Analytical Capability

Customer focus