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Team Leader of a Help Desk Workforce
I am the Team Leader of a ten Help Desk engineers
workforce that supply support to hundreds of customers
applied in help desk support about software and
applications used and developed by [snip] spa, the
company which manages the public transportation with
trains in Italy.
In this role I take the total ownership of our
customer's problems, verify the call histories traced by
the engineers, and contribute to the overall team goals
and objectives.
The aim is to provide 100% total customer satisfaction,
by giving technical eSupport (remote assistance via RDS,
VNC, others tools), via phone, fax and email.
The main daily duties that I have to carry out are:
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The responsibility of ensuring customer
information are available when required.
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Dealing of customer issues relating to our
Client’s products by providing swift evaluation and
accurate resolution.
.
Providing customer feed-backs on their issues,
explaining them how the problems have been resolved.
.
Ensuring customer satisfaction by providing a
professional service and swift resolution to all
customer issues.
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Recreating problems in house and providing
evidence where bug fixes are required
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Verify if all the customer's issues are correctly
traced on the DB.
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Checking up the reports and statistics of the
most commons issues opened by the customers, in order to
find out if there are development areas that need to be
improved.
.
Find out the reasons why some issues need an
extra time to be fixed and closed.
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Check up if the escalation workflow through the
two levels of the Help Desk department, works correctly.
.
Check up if engineers correctly fill all the most
important fields of the ticket forms.
.
Provide feedbacks to customers that opened the
fixed issues.
.
Work on the most difficult technical problems, in
conjunction with the development team.
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Help the engineers to improve their technical
skills.
.
Verify if the engineers respect the company IT
security policies and the behaviour, in the workday.
.
Control if all the members of the team have good
and professional manners with the customers. In fact I
demand a very good manners by the engineers.
Moreover, if with one hand I have to severely control
the work of the engineers, requiring them all their
efforts in order to respect the deadlines, with the
other hand I have to motivate the team members and let
them feel that they are part of a good and professional
team where their own
contributes allow each other to work with satisfactions. |
