【外資系大手FMCG企業】IT ヘルプデスクチームリード

勤務形態
正社員
給与
7,500,000 JPY - 12,000,000 JPY per year
日本語レベル
母国語
英語レベル
ビジネスレベル(TOEIC 860)
開始日
ASAP
勤務地
東京

職務内容

 

 

A famous FMCG company is hiring an IT Helpdesk Team Leader.

 

The Service Supervisor is accountable for:

- Works with and manages third party vendors that provide application support, (L1-2) for assigned applications

- Works with other Service Supervisors to ensure SLA, KPIs and best practice across the estate

- Define and measure support services performance against service levels using measurable KPIs and proactively monitor and manage outsourced partner(s) performance and escalate where needed

- Prepare and present management dashboard of service performance at Weekly Operations meeting and Business review meetings 

- Serves as an escalation point for incident and service request fulfilment for outsourcing partner and internal customers

- Ensure customer service is timely and accurate, follow up with customers to identify areas of improvement working with partners and internal support teams as needed

- Set specific customer service standards, proactively monitor customer satisfaction and put improvement plans in place where needed

- Contribute to improving customer support by actively responding to queries and handling complaints

- Champion improvements of systems to solve problems, improve stability and drive down support costs

- Establish best practices through the entire technical support process

- Develop daily, weekly and monthly reports on Service performance, looks at ways to improve L1 and Remote L2 service

- Provide support and guidance to all colleagues

- Any other reasonable duties, aligned to role

 

 

【会社概要 | Company Details】
英国系大手FMCG企業です。
A multinational FMCG company headquartered in the U.K.

【就業時間 | Working Hours】
9:30 - 18:30(月 - 金)

【休日休暇 | Holidays】
完全週休2日制(土日祝休み)、年末年始、年次有給休暇、その他特別休暇など
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】
各種社会保険完備(厚生年金保険、健康保険、労災保険、雇用保険)、屋内原則禁煙(屋外に喫煙所あり)、通勤交通費支給等
Social insurance, Transportation Fee, No smoking indoors allowed (Designated smoking area), etc.

必須スキル

- Previous experience in IT Service Delivery

- Commercial acumen

- Good communication skills – both written and oral

- Knowledge of the consumer products industry, with tobacco industry knowledge preferable

- Ability to manage key relationships with internal IT stakeholders

- Certified Service Management practitioner to at least ITIL Foundation level or equivalent

- Excellent IT people management skills with experience of managing virtual teams spread across multiple locations

- Proven work experience as a Service Desk Supervisor

- Hands on experience with help desk and remote-control software

- Solid technical background with an ability to give instructions to a non-technical audienc