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Asia Pacific Shared Service Center - IO Service Desk Lead Job
Date: Nov 18, 2009
Location: Dalian, China
If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.
Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
Technology Delivery professionals are responsible for application enhancements and maintenance of client business applications including functional and technical design/build, testing, development and implementation. They also focus on technical infrastructure planning, design, execution and operational support of architecture necessary to support business applications. They work with hardware, operating systems, network development and technical operations and helpdesk support, and are responsible for the management of service delivery and the transfer of processes and people for new contracts.
OVERALL Purpose of Job:
l The team lead has overall responsibility for organizing the work of the on-going Helpdesk English support team to ensure all the customer requests could be met within SLA and with customer's satisfaction.
MAIN ACTIVITIES:
l Day to day supervision of service delivery.
l Plan and assign work to individuals within the team that fosters maximum skill development.
l Ensure to provide effective and timely service to the customers
l Liaise with other Team Leaders in respect of resourcing within the team
l Provide weekly/monthly operation report to operation manager and client
l Work as contact point of agents and clients, to provide consistent services
l Managing the team to achieve volumes, standards and targets within service level agreements through and with the team
ESSENTIAL KNOWLEDGE AND SKILLS:
l Good customer service skills
l Good communication and interpersonal skills
l Good leadership and coaching skills
l Strong communication and interpersonal skills
l Good Conflict management skill
l Good organizational skills
l Flexibility and teaming skills
l Strong project management skills including planning, execution and follow through
l Strong supervisory and employee development skills
l Ability to operate with a large degree of autonomy and independence
l Proficient in English language. (Oversea experience or TEM-8 is preferred)
l Able to take night shift
EDUCATION, QUALIFICATIONS NECESSARY:
Bachelor Degree in Computer Science (or equivalent degree)
EXPERIENCE:
l Minimum 3 year work experience with Helpdesk customer service support for PCs or in a customer service role, 1 years in a supervisory role
l Working knowledge of Microsoft Windows 2000 or Windows XP operating system
l Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
l Working knowledge of internet email application (e.g. Microsoft Outlook, Lotus Notes, etc.)
l Experience troubleshooting network connectivity issues (e.g., LAN connectivity, dial-up connectivity, etc.)
PERSONALITY:
l Team Manager and Leader
l Role Model / Ability to lead by example
l Flexible, Reliable and Committed
l Professional manner and mature approach to work
l Forward thinking
l Proactive
l Ability to identify and implement solutions to problems
Essencial Non-technical Knowledge & Skills,
·Familiar with Call Center operation and project management, 1 years in project transition lead role
·Language capability - Fluent English
·Strong communication and interpersonal skills
·Good Conflict management skill
·Good organizational skills
·Flexibility and teaming skills
·Strong project management skills including planning, execution and follow through
Technical Screening Criteria
·Bachelor Degree in Computer Science (or equivalent degree)
·Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
Job: Design, Development & Implementation
Primary
Location: China-Dalian
Organization: Outsourcing for Accenture Clients (Services)
Schedule: Full-time
Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
Job Description
Technology Delivery professionals are responsible for application enhancements and maintenance of client business applications including functional and technical design/build, testing, development and implementation. They also focus on technical infrastructure planning, design, execution and operational support of architecture necessary to support business applications. They work with hardware, operating systems, network development and technical operations and helpdesk support, and are responsible for the management of service delivery and the transfer of processes and people for new contracts.
OVERALL Purpose of Job:
l The team lead has overall responsibility for organizing the work of the on-going Helpdesk English support team to ensure all the customer requests could be met within SLA and with customer's satisfaction.
MAIN ACTIVITIES:
l Day to day supervision of service delivery.
l Plan and assign work to individuals within the team that fosters maximum skill development.
l Ensure to provide effective and timely service to the customers
l Liaise with other Team Leaders in respect of resourcing within the team
l Provide weekly/monthly operation report to operation manager and client
l Work as contact point of agents and clients, to provide consistent services
l Managing the team to achieve volumes, standards and targets within service level agreements through and with the team
ESSENTIAL KNOWLEDGE AND SKILLS:
l Good customer service skills
l Good communication and interpersonal skills
l Good leadership and coaching skills
l Strong communication and interpersonal skills
l Good Conflict management skill
l Good organizational skills
l Flexibility and teaming skills
l Strong project management skills including planning, execution and follow through
l Strong supervisory and employee development skills
l Ability to operate with a large degree of autonomy and independence
l Proficient in English language. (Oversea experience or TEM-8 is preferred)
l Able to take night shift
EDUCATION, QUALIFICATIONS NECESSARY:
Bachelor Degree in Computer Science (or equivalent degree)
EXPERIENCE:
l Minimum 3 year work experience with Helpdesk customer service support for PCs or in a customer service role, 1 years in a supervisory role
l Working knowledge of Microsoft Windows 2000 or Windows XP operating system
l Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
l Working knowledge of internet email application (e.g. Microsoft Outlook, Lotus Notes, etc.)
l Experience troubleshooting network connectivity issues (e.g., LAN connectivity, dial-up connectivity, etc.)
PERSONALITY:
l Team Manager and Leader
l Role Model / Ability to lead by example
l Flexible, Reliable and Committed
l Professional manner and mature approach to work
l Forward thinking
l Proactive
l Ability to identify and implement solutions to problems
Essencial Non-technical Knowledge & Skills,
·Familiar with Call Center operation and project management, 1 years in project transition lead role
·Language capability - Fluent English
·Strong communication and interpersonal skills
·Good Conflict management skill
·Good organizational skills
·Flexibility and teaming skills
·Strong project management skills including planning, execution and follow through
Technical Screening Criteria
·Bachelor Degree in Computer Science (or equivalent degree)
·Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
Job: Design, Development & Implementation
Primary
Location: China-Dalian
Organization: Outsourcing for Accenture Clients (Services)
Schedule: Full-time
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