TUNIS
I currently Manage several teams of support personnel who troubleshoot IT issues. I Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. I ensure maximum issue resolutions in minimum time. I evaluate new information systems products or services and suggest changes to existing products or services to better aide the end user.
I am managing 4 Help Desk projects with a total of about 150 support engineers. My responsibilities include staffing the Help Desks and monitoring their performances. I have built and retained a qualified team of professionals by addressing the importance of managing the customer support center's image and exceeding customer expectations by elevating customer care and professionalism.
In my current mission I have:
· Re-engineered and set up my help desk according to industry best practices
· Developed and maintained formal procedures for consistency and increased productivity
· Implemented methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
· Chose appropriate technology and other resources to maximize help desk effectiveness
· Built a qualified help desk team through innovative hiring and training techniques
· Implemented innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
· Developed a customer care philosophy that ensures customer satisfaction
· Analyzed help desk performance through various statistical and reporting methods
· Marketed the image of the help desk as a support group showcase that advances the IT vision and strategy
Mes compétences :
Call center
Call center centre d'appel
Centre d'appel
Customer oriented
Directeur opérationnel
directeur technique
DIRECTOR
Help desk
Informatique
Manager
Manager IT
Technique
