Job Summary

The Specialist-Help Desk is responsible for the workflow management and supervision of the Analysts-Help Desk, Senior Analysts-Help Desk. The role includes performing production work, quality assurance and mentoring the analysts to achieve the operational goals. The Specialist-Help Desk strongly supports the Supervisor in all aspects of the role.

Key Responsibilities

Principal Roles and Responsibilities: (Essential Function)

Knowledge management:

•Participate in knowledge transfer sessions with client representatives.

•Create, review, update and maintain knowledge documentation.

Knowledge update:

• Maintain technical proficiency in all hardware and

applications utilized by clients supported

• Participate in all company organized training events

• Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel

• Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.

Assist the Team lead and the SME in the mentoring of Analyst-Help Desk.

Client relationship management:

•Participate in client-facing communication - trainings, process updates, knowledge - documentation review sessions.

•Participate in project implementations

Quality assurance:

• Perform Quality Assurance and document results as directed by Supervisors and Group Operations Managers

• Participate in Quality Assurance and Quality Check calibration sessions

• Deliver remediation for negative Quality Assurance and Quality Check ratings

Training:

• Provide desk-side assistance and mentoring to new team members

• Deliver account-specific training for new team members and refresher trainings (ad-hoc) whenever needed.

Reporting:

Perform or assist with any Ad-Hoc reporting requests from the management team.

Workflow Management

• Perform workload distribution, assign tasks and track execution of both

• Monitor compliance with targets for Service Level Agreements and Operational Level Agreements

• Assign follow-up activities and track their execution

• Distribute review of Open Assistance Request, Activity Plan and Orders

Operations Supervision

• Supervise agent statuses.

• Prepare and supervise team breaks schedule.

• Supervise call and email queues.

• Assist with fulfillment of any IT Assistance Requests for issues affecting Analysts-Help Desk and Senior AnalystsHelp Desk.

Production work

• Monitor and process internal escalations.

• Provide daily production work assistance to AnalystsHelp Desk, Senior Analysts-Help Desk

• Perform production work as required by the Group Operations Manager

Others:

• Perform any assigned by the management ad hoc activities as required.

Other duties and responsibilities:

• To comply with the Employer's Internal Regulations on Work Discipline and all internal company acts.

• To observe and comply with the Rules for Safe and Healthy Working Conditions.

• To be familiar with the main legal acts in Bulgaria.

Skill Requirements

Working Relationships:

• Subordinated: Reporting manager or above.

• Functional: Works closely with the Analyst-Help Desk, Senior Analyst-Help Desk, Supervisors, and the management team.

• External: Maintain excellent relationship with the client and end users.

Education

• High school degree is a must

• University degree (Bachelor and/or Master) is an advantage

Experience:

• Relevant experience: 0 – 3 years

• Preferable experience: Business Process

Outsourcing and/or multinational company.

Skills & Competencies:

Language skills:

• Very good written and spoken command of English.

• Very good written and spoken command of one or more foreign languages different than English on C1 or above level as per the Common European Framework of Reference for Languages, will be considered an advantage.

Other Requirements

Technical and Soft Skills:

• Profound Job knowledge

• Quality of work: Quality orientation; Attention to detail; Result orientation.

• Productivity; Time management; Leadership skills; Meeting Management

• Personal productivity; Organizational skills

• Training room management skills

• Excellent communication – verbal and written; Interpersonal skills; Effective feedback skills; Ability to manage group dynamics.

• Presentation skills.

• Creativity; Analytical skills; Decision making; Problem solving skills.

• Customer focus. Relationship building. Customer service orientation.

• Delegating and monitoring skills.

• Adaptability. Stress management. Initiative

• Team work and ethics

• Attendance and punctuality

• Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems.