Field Resource Team Leader Taguig, NCR, 4th district, Philippines Posted on 03/18/2022 Trending

Deliver outstanding customer satisfaction and service efficiently 1. 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. 3. 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. 5. 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. 6. Ensure that alljobresponsibilities of all reporting staff are being carried out through monitoring, tracking and communication(Especiallyimportant for Case Management including follow upandescalation.) 7. 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. 8. Ensure that all reporting staffknowthe escalation path for when an SLA is in danger of notbeingmet. 9. 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. 11. Proactively identifyingareaswithin scope that require improvement and delivering animprovedprocedure/process or tool. 12. 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 13. 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. 15. Retain the staff attrition rate at alowlevel with a focus on the positive attrition of service desk staffbeing promoted to other Fujitsu positions. 16. 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. 17. 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. 18. 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. 22. 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. 24. 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. 27. 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) #J-18808-Ljbffr