Description

A Randstad é a empresa número 1 no setor de recursos humanos a nível mundial e líder em Portugal. Com presença em todo o país, conta com oportunidades de emprego para diferentes setores de atividade, como indústria, serviços de apoio ao cliente e vendas, tecnologias da informação, finanças e banca, hotelaria, turismo e restauração, recursos humanos, entre outras.
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Randstad operates in Portugal and in the world as a leader in the human resources area for several business sectors.
Technologies area works exclusively the IT & Telecom sector, providing unique professional development opportunities.

descrição da função/job description
The following tasks form the broad outline of the mandate of the role, but the role in itself is not limited to what is described below. The individual will be provided with specific goals, objectives and targets for each year; and these will be closely aligned with the organizational imperatives.



Lead and manage a team of service desk and field services professionals across a geographically distributed footprint (multiple time zones);
Ensure all inbound requests are responded to and dealt with as per standards & processes and specific customer requirements;
Using personal/team resources and the customer’s engagement, ensure all reasonable attempts to process and close requests expediently and within SLA;
Confirm all issues and requests are captured via the ticketing system to standards of detail and quality;
Actively participate in escalation management, including after business hours and on weekends (as required);
Escalate and triage tickets to appropriate field engineers, Enterprise Architects, or Customer internal resources based on established processes;
Escalate high profile issues to the leadership team and the relationship manager(s) for appropriate handling and routing;
Ensure knowledge transfer of multiple systems and processes in order to enable team to troubleshoot problems;
Ensure active monitoring of all customer systems and services; including heightened responsiveness to issues identified;
Ensure that the scheduled server updates and reboots are being performed 100%; and during customer blackout periods;
Schedule resources in a manner that provides adequate 24x7x365 trilingual coverage on the service desk;
Continually evolve and adjust schedules based on changing business and customer needs;
Ensure customer portals are updated with CRM logs, backup logs, and customer feedback as per schedule;
Ensure that a statistically valid sample size of customer interactions are monitored and quality assessed. Ensure that the team members are provided with regular feedback on the same;
Performance manage the staff through the score carding process;
Follow all other processes and quality standards as assigned by the leadership team;
Technical leadership of Tier 1 and Tier 2 teams; responsible for the training, coaching, competencies and certifications of team members.

requisitos/requirements
University degree or equivalent;
5 years of previous supervision experience working in a technology/systems department directly supporting customers;
Demonstrated working knowledge of networking technologies and business applications;
Certification and/or equivalent demonstrated experience with MS solutions stack;
Strong overall communication skills and can make a significant contribution to success;
Generalized end user training;
Understands the concepts of team building and can apply them;
Ability to communicate technical concepts and issues to non-technical individuals;
Demonstrated leadership;
Ultimately, the customer experience delivered from the service desk and the field services teams (globally) will be the responsibility of the Service Desk Manager. As such, the incumbent will be held accountable to this mandate / expectation..

oferta/offer
Remuneration conditions according to the experience and demonstrated knowledge;
Work in a International environment;
Work in an environment of constant technological innovation.

para se candidatar/to apply
https://www.randstad.pt/empregos/title_location_RO-2022-121161