What are you going to do?
In this role you are ultimately responsible for providing support to customers and colleagues and you proactively manage the 1st line support employees of the service desk. This is a varied role, in which you will not easily get bored and always have a challenge! Your tasks vary from managing your team ('workload management') to managing incoming notifications ('queue management').
What does this mean in concrete terms?
Monitoring and managing incoming tickets;
- Setting priorities and distributing tickets evenly among colleagues;
- Ensure timely communication to your team if additional capacity on location is needed;
- Responsible for managing the 1st line (3 colleagues).
- Daily monitoring of SLAs and taking action if necessary;
- Efficient collaboration with the 2nd line (engineers).