Actively participate in Service Centre activities, including the Support Line and support email account, in order to ensure efficient and effective support for the operation of the system.
1. Key Responsibilities
- Actively participate in Service Centre activities, including the central Support Line and support email account, to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled.
- Serve as a first point of contact for the customer and system users for solution service and support.
- Coordinate with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner.
- Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner.
Service Management
- Implement, oversee and ensure the adoption, adherence and compliance defined Service Management processes (e.g. Incident Management, Problem Management, Change Management, Solution Monitoring, etc.), SOPs (Standard procedures) and related tools (e.g. ServiceNow) by various local teams (e.g. Field Service & Support team, IT Support team, Quality team, etc.) who uses these services.
- Management of work on incidents, problems and change requests, including planning and coordination with the customer, country stakeholders (who request the changes), the local Field Service & Support and local IT Support teams and global/central support teams (who provide support for advanced L2 and L3 support).
- Close incidents, problems and CRs after verification that the underlying issue(s) have been resolved.
Training
- Actively participate in the development and delivery of solution-related trainings for the customer and taxpayer system users
- Actively participate in development and delivery of internal training materials and provision of training sessions for new and existing team members
Status Reporting
- Responsible for status reporting, including Operational Performance Management and Service Management reports, as scheduled or as required.
Coordination of Releases
- Actively participate in the communication and coordination of releases and upgrades, both internally and externally.
General/ Other activities
- Ensure that all policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
- Contribute to the development and maintenance of policies, processes and procedures , including those for operations, maintenance, and support.
- Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the Service Centre Team Leader.
- Participate in general management and administrative tasks for the Local Entity, as requested by the Service Centre Team Leader.
2. Qualifications & Experience
College degree or technical training in a relevant field, or equivalent combination of training, and/or experience
Minimum 2 years experience leading a service center / technical helpdesk team
3. Skills & Competencies
4.Language skills: Fluent in English and local language
Others: Good written and verbal communication
Strong communication skills (able to influence peers and leverage support from management)
Strong analytical skills; very organized in thought and methodology.
Delivers through people
Self-motivation
Team oriented
Ability to work under pressure and meet deadlines
Focus on quality and results
Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues
Experience managing 1st level support activities (Service Center, Support Line, etc.)
Experienced with quality and performance monitoring processes
Experience leading teams / people
Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)
