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PepsiCo
Field Service Lead
Fișa jobului
Auto req ID: 166132BR
Job Description
The job holder will supersee the activities of all Field Services Agents and ServiceDesk Agents to ensure that they deliver excellent support services to our user base.
He/she will make a priority to meet user expectations and will keep track of the KPIs relevant to Service Management, ensuring constant monitoring and improvement of service.
INTERNAL CANDIDATE IDENTIFIED
He/she Will Be Directly Responsible For
Job Type: Regular
Job Description
The job holder will supersee the activities of all Field Services Agents and ServiceDesk Agents to ensure that they deliver excellent support services to our user base.
He/she will make a priority to meet user expectations and will keep track of the KPIs relevant to Service Management, ensuring constant monitoring and improvement of service.
INTERNAL CANDIDATE IDENTIFIED
He/she Will Be Directly Responsible For
- Reviewing all the field service deliverables, ensuring all tickets and tasks are appropriately managed and assigned by the team.
- Responsible for all Field Service SLA Adherence and Customer satisfaction within his area of responsibility
- Interface and coordinate FS activities with 2nd\\3rd level support teams
- Provide and manage “Hands and Feet” support for Managed Service Suppliers (HCL\\BT)
- Work together with Tier 2 and Tier 3 to gain increased technical knowledge and capability, to fully understand changes to current technology or applications and to support the implementation of new technologies or applications
- Responsible for all Service Desk SLA Adherence within his area of responsibility
- Review and ensure compliance to the SD/FS KPIs
- Manage the Out of Hours support calendar to ensure 24x7 support coverage for major incidents or business disruptive outages - Act as Major Incident Manager for the East Balkans market.
- Promote the IT services and the appropriate usage to the business and continue to build our impact and visibility as a service function – Making Life Easy
- Apply PI ITIL Service Management best practice to all aspects of role.
- Develop KPI based reports for the purpose of identifying trends and improving support services
- Coach, groom and develop team members to ensure appropriate capacity and skill sets
- Run periodical Service review meetings based on service management reports, covering Field Service, Service Desk, Application Support and IT Operations incidents and support requests - ensure SLA compliance and targets.
- Apply lessons learned and experience gained towards improving user satisfaction and service level.
- Be knowledgeable about Office applications (Excel, Powerpoint, Word)
- Excellent communication skills – both written and verbal
- Good knowledge of customer relations and management
- Ability to pay attention to time management, as well as possessing analytical skills
- Ability to showcase good leadership skills to carry team members along.
- Windows Operating system expert knowledge
- Networking skills, CCNA level
- Troubleshooting skills and able to apply critical thinking
- Good command of English language, both spoken and written
- Able to adjust presentation for all seniority levels
Job Type: Regular
Nivel de vechime
Începător
Tip de angajare
Full-time
Ocupație
Tehnologia informației
Sectoare de activitate
Bunuri de larg consum