Eric Kuik
Zelfs voor de aller beste is er een uitdaging!

Teamlead servicedesk

Wolters Kluwer

9058644 | ALPHEN AAN DEN RIJN | Detachering, ZZP | HBO | salaris € 4.150 p/m | publicatiedatum 

Solliciteer

Over de functie

Job Purpose
Manage the team ( 4 FTE’s) responsible for operating the first line component of the GBS Service Desk. To provide leadership and develop a Customer First culture within the team as being the first contact for all WK employees in the Netherlands (Corporate, L&R Netherlands, GBS, TechBV, KLI and Effacts) to GBS services and in particular for End User Management.

Service duties and responsibilities:

  1. Day to day management of the First Line Service Desk function:
    1. Ensure that the Service Desk is an excellent deliverer of Customer Service of End User Management
    2. Ensure that call logging in Rainier is efficient and effective. Diagnose and triage user incidents and requests correctly. Call assignment within the team and other parts of the GBS services
    3. Make sure resolution times meet SLA’s, undertake weekly reviews within the team,
    4. Full control on all CMDB / AD / license data
    5. Attend Change Advisory meetings
  2. Liaises with other GBS Services, EUM architecture, Back-Office and Networking and Hosting
  3. Provide monthly management reporting to the various Business Units, including review meetings 
  4. Contribute to and deliver improvements that support the continuous improvement of processes and controls within in the team, adopt ITIL practices where possible
  5. Conduct regular Customer Satisfaction surveys
  6. May be required to provide after office hours support
  7. Undertake any other duties of a similar level and responsibility as may be required from time to time

Functie-eisen

Experience: 
Bachelor degree in an IT related study
Proven experience in a similar role (you have managed a team with a similar number of FTE's)
Great communicator and motivator 
Strong sense for efficiency and optimization  
Experience with Rainier, Topdesk or an similar registration tool
Willing to travel 1 day a week to Deventer 
Speaks fluently English as well Dutch (Deventer is Dutch location, in Alphen English is more spoken)
 

Arbeidsvoorwaarden

Start: asap
Duration: hiring period will be 3 months for now, with a possibility for 6 months. 
Hours per week: 40
Stand: Alphen (4 days a week, 1 day Deventer)

Bedrijfsinformatie

Geen dag is hetzelfde bij Wolters Kluwer. Net zoals de wereld om ons heen continu verandert, blijven ook wij in beweging. We ontwikkelen nieuwe (digitale) informatie en oplossingen, nieuwe campagnes en creëren nieuwe manieren om onze klanten te bereiken. Daarbij hebben we ambitieuze en creatieve mensen nodig. Specialisten die onze klanten willen helpen succesvol te zijn met de beste informatie, tools, software en apps. Gedreven marketeers, accountmanagers en financieel professionals. Mensen die Wolters Kluwer succesvol maken.

Contactinformatie

Voor meer informatie neem je contact op met Jacqueline van den Berg via telefoonnummer 06-20443556

Werken voor Yacht
Yacht is dé organisatie van en voor professionals. Wij verbinden professionals en organisaties die het verschil willen maken. Ons doel is optimaal resultaat: jou als professional uitdagend werk bieden waarmee jij de organisaties van onze opdrachtgevers blijvend verbetert. Behoor jij tot de beste professionals in jouw vak? Wil je samen met vakgenoten het verschil maken bij toonaangevende organisaties? Dan willen we jou graag leren kennen.

Solliciteer

Uiteraard staat deze vacature open voor zowel mannen als vrouwen.