Job Information
Fujitsu Field Resource Team Leader in Taguig, Philippines
Deliver outstanding customer satisfaction and service
efficiently
- Ensure end users are able to make contact when
required and to be able to do so efficiently. Monitor andmanagequeue
lengths and call wait times, keeping to a minimum.Escalateas
appropriate when contact services are affected.
2.Monitorand
maintain all Customer Contractual Service Level Targetsandensure
these are met on a daily, weekly and monthlybasis.Consistently
achieve service levels within the service deskandidentify service
level releases.
- Oversee the managementofall cases through to
successful closure. Assure the provisionofcase management and
support to end users in accordancewithFujitsu’s Call Management and
Escalation Procedures.
4.Ensurefunctional communication with end
users and fellow FieldResourceCoordinators, Field Engineers, Team
Leaders, OperationsManagersand Service Delivery Managers as
required, in accordancewithFujitsu’s Call Management and Escalation
Procedures.
- Actas apoint of escalation for complaints or
enquires or issues,inaccordance with the complaints handling
process. The SDTL isthefirst point of escalation for all reporting
staff, ServiceDeliveryManager/s and the customer.
- Ensure that
alljobresponsibilities of all reporting staff are being carried out
through monitoring, tracking and communication(Especiallyimportant
for Case Management including follow upandescalation.)
- Ensure
that all team members are managingtheirindividual queues in the
standard service management softwareandother related contact
interfaces such as email; and to ensurethatthere are staff allocated
for all duties at all required timesandthat reallocation of active
cases occurs in the event ofstaffabsence, as required.
- Ensure
that all reporting staffknowthe escalation path for when an SLA is
in danger of notbeingmet.
- Participate in CSIP, Problem,
Change, Project andotherrequired meetings as appropriate.
10.
Ensure that customersareinformed as and if required of major
outages, utilisingtheemergency message function of the telephone
system and alsoanyother interfaces established.
- Proactively
identifyingareaswithin scope that require improvement and delivering
animprovedprocedure/process or tool.
- Take on new work that
requiresservice desk delivery once the impact, feasibility and
resourceassessments in conjunction with the Service Desk Managerhave
beencompleted.
Provide excellent leadership and develop the team
- Provide
leadership to Service Desk staff (technical,supervision,mentoring,
goals setting, coaching, feedback, timemanagementadvice) to ensure
Field Resource Coordinators are able todeliverconsistently and
effectively in accordance with theirKeyPerformance Indicators. >14. Develop and maintain ahighperforming team by :
-ensuring
that staff attend theappropriatetraining.
-continually driving
change and improvementwithin theservice desk.
-Fostering a
culture of improvementwithin theteam, including clear avenues for
input of suggestions.
-Ensureworthwhile ideas are thoroughly
considered forfeasibility andimplemented where warranted.
-Lead
by examplewith strong teamwork and encourage inter-team work.>-Lead byexample byalways providing outstanding customer service
throughoutallcommunications.
- Retain the staff attrition rate
at alowlevel with a focus on the positive attrition of service desk
staffbeing promoted to other Fujitsu positions.
- Conduct 1-1
sessions monthly, performance appraisals annually, and performance
management meetings if required. Ensure all staff haveadevelopment
plan and that they have access to availabletrainingappropriate to
their chosen avenue of career progressionwithinFujitsu.
- The
Service Desk Team Leader is to ensurethat thejob responsibilities,
competencies and key performanceindicatorsfor all direct reporting
staff are being carried out.This isachieved though monitoring and
feedback provided as part oftheResource Management Centre’s Quality
Assurance activitiesperformedby the Service Desk Team Leader as well
as utilising anyservicetarget reporting performed by the Service
Desk Team LeaderandService Level Management.
- Conduct regular
teammeetingswhere customer-related issues are communicated along
withcurrentservice performance and goals.
Assure quality operational administration and compliance
19.
Creation and maintenance of documentation relating to Service Desk
procedures, ensuring that all Service Desk procedures areaccurate,
consistent, repeatable and compliant with Fujitsudocumentation
standards, and are adhered to at all times by theteam. Beproactive
in identification of process improvementopportunities.
20.
Maintain defined staffing levels androstering that ensuresrequired
coverage for delivery of service toSLA and OLA targets.This is
includes recruitment activities whenrequired.
21.Approve any
timesheets for contract based directreports. Check andapprove all
workflow tasks in SAP. Only allowovertime upon approvalfrom the
Service Desk Manager. Communicatewith the Service DeskManager where
a need for overtime isidentified.
- Ensure thatan up to date
overview of thecustomers business needs in relationto the support
Fujitsudelivers is published and adhered to.
23.To be familiar
withand compliant to all Security policiesapplicable to the
operationof the Service Desk including bothFujitsu and customer
policies.To ensure that all staff havesecurity clearance where
required.
- Ensure that all directreports have successfully
completed therequired training.
25.Provide daily, weekly and
monthly reportswhere necessary relatingto customer and defined
supportrequirements; ad-hoc reporting ifrequired; Case Report
compositionand input as required.
26.Utilise the reports produced
to driveimprovement in service qualityand efficiency gains in
servicedelivery. Service Desk Team Leadersmust be vigilant in
monitoringthe reports either auto-generated orthat are manually
created toensure that they are accurate and wherethe data shows a
need forimprovement that it is implemented oraddressed as
appropriate.
- To be familiar with and todemonstrate improvement
inachieving the Key Performance Indicators,as well as the Company
Core Competencies and Role BasedCompetencies for the role.
Key Experience
• Previous supervisory experience in
afast-paced environment with a demonstrated leadership ability
(desirable)
• Minimum least 2 years experience working in a
customer service role either in a service industry orcomputersupport
role, demonstrating an advanced practice ofcustomerservice.
•
Intermediate-Advanced communication skills,bothwritten and
face-to-face
• Advanced telephone skills..
•
Intermediate-Advanced team building with strongdelegationability.>• Advanced team participation.
•Ability tomaintain and develop
relationships with team andcustomer.
•Intermediate-Advanced
conflict resolution,negotiation, influencingand decision making
skills.
• Advancedpersonal management: timemanagement,
punctuality, attendance, selfmotivation, presentationand working
well under pressure.
•Advanced Knowledge of contacthandling, case
management, escalationprocesses and service deskbest practice.
•
Strong sense ofresponsibility and ownershipwith tenancy to find
solutions andimprove processes.
•Knowledge of the IT Industry.
• Acceptsconstructive criticismand provides constructive
feedback.
•Supports company standardsand procedures and takes
well consideredactions demonstrating acommitment to the business
success andintegrity of the company.
• Demonstrated initiative,
customerfocus and goal driven.
Technical Experience
•
IntermediateLAN/WAN Networking
•Intermediate MS Office (2000, XP,
2003,2007)
• Intermediate MSWindows OS (2000/XP/Vista/7)
•
Intermediate MSOutlook-Exchange
• Intermediate Hardware
Knowledge
Qualifications
• Undertaken a computer course at
University,TAFE or similar (e.g. Diploma in InformationTechnology)
or similarindustry experience
• Accredited CustomerService
Training(desirable)
• Formal supervisory qualificationssuch as
certificate, diploma (desirable)
• Formal CustomerServicetraining
(desirable)
• ITIL v.2 or v.3 FoundationCertificate(desirable)>• MCP, MSCE qualification(desirable)
• CNA,CCNA qualification
(desirable)
Requisition ID : 5185
Fujitsu
-
- Fujitsu Jobs
