Job expirat
Manages multiple services out of one large support centre. Leads and/or influences regional
deployment of initiatives impacting the end user IT requirements, understands whole IT and services environment as well as business challenges. Develops/ integrates solutions that help the group meet/ exceed its business objectives and goals. Manages team to focus on prioritized initiatives for the customer. Drives standards to customer requirements during all phases of work projects. First level management responsibilities - directly responsible for a team with respect to appraisals,recruitment etc.
Technical responsibilities:
Ensures Delivery of IT Global Helpdesk Offerings :
- Field and resolve 80% of inbound L1 support inquiries
- Provide local L1 and limited l2 support in localized languages as necessary
- Respond to and/or escalate as necessary all incidents relating to printers/phones/facilities
- Provide weekly call analytics on incident volume, time to resolution, common resolutions, root cause resolution
- Create and maintain a process workflow repository
- Manage and maintain service desk tool set for all facets of support
- Create and maintain all self help learning tools
- Create and maintain L1 flex university educational curriculum coordinating with FlexU on content and standard look and feel
Management responsibilities:
·Managing all aspects of engineer's operational performance and productivity
·Monitoring productivity and providing consistent and timely feedback
·Conducting individual monthly one-on-one productivity reviews
·Holding effective regular team meetings
·Managing the real-time, daily and monthly Engineer productivity
·Managing individual and team performance to expectations
·Managing the queues for the team and technology
·Acting in a supporting role for the engineers on their team
·Interview and recommend hiring of Engineers
·Manage adherence to all procedures and policies
·Recognize and reward good performance
·Coach and counsel those who do not have good performance issuing documented action plans and formal disciplinary action as necessary and as outlined in the disciplinary action procedure document
·Participate in an in-depth monthly review with Operations Manager regarding the personal
1.Studies and qualifications:
4 year university degree (informatics, computers, automatics);
Microsoft Certifications is a must;
ITIL certification would be an advantage;
2. Experience:
Would be a plus:
3-5 Years applicable experience with at least one year in a Supervisory role in a Technical Support Environment supporting large enterprise customers on MS and other platforms;
3. Knowledge/ Abilities/ Skills:
·Support based on strict Service Delivery guidelines and SLA based structure;
·Service Portfolio should include
·Desktops, Laptops, PDA devices Cell Phones/etc;
·Core OS / Account administration/Passwords/ Office
·Outlook, WindowsLive / MeetingPlace, etc
·FTP, VPN, Remote access, VoIP, WiFi, Softphone;
·Collaboration – eRoom, Groove, Sharepoint
·VIP support with rapid escalation
·Ability to read, analyze and interpret technical procedures or documents;
·Ability to write reports and procedure manuals;
·Ability to interpret a variety of technical instructions in mathematical or diagram form and deal with some abstract and concrete variables;
·Ability to effectively present information and respond to information from groups;
·Troubleshooting and problem solving skills;
·Knowledge of additional languages as Polish/ Hungarian is a plus!
·English- good knowledge in verbal and written!
Solectron Romania is a member of Flextronics Group.
Flextronics – Where people make the difference.
Flextronics is a leading Electronics Manufacturing Services (EMS) provider focused on delivering complete design, engineering and manufacturing services to automotive, computing, consumer digital, industrial, infrastructure, medical and mobile industry.
Flextronics helps customers design, build, ship, and service electronics products through a network of facilities in 35 countries on five continents.
Flextronics offers excellent opportunities for professional growth, a competitive compensation package, and a highly collaborative work environment as well as international exposure. Our global footprint – spanning from Asia to Europe and the Americas – allows our employees to work and interact with more than 100,000 colleagues from diverse cultural backgrounds. Our global scale and expertise covers multiple market segments and provides employees with boundless opportunities to work anywhere in the world – ensuring that they never run out of challenges.
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