Wincor Nixdorf is one of the world’s leading providers of end-to-end IT solutions to retail banks and retailers. A thriving EURO 2.3 billion company, we are headquartered in Paderborn, Germany, and are publicly traded on the Frankfurt Securities & Stock Exchange. Besides being the top European provider of programmable electronic Point-of-Sale (ePOS) systems, we are also the second largest ATM manufacturer in the world. We are on the ground with subsidiaries in 42 countries, a presence in around 100 countries and 34 customer centers. Our global manufacturing network includes facilities in China, with our Shanghai facility recently expanded to 15000 square meters to accommodate a new ATM production line. We now invite a qualified professional to be part of our rapidly growing business.
Help Desk Supervisor
(Singapore)
Responsibilities:
Job Description:
The Help Desk Supervisor would supervise our System Management Centre (SMC) day-to-day operations of the ATM and POS Incident Management managed services, including training and/or mentoring new staff. He/she shall monitor and report on Help Desk performance on daily, weekly and monthly basis. He/she shall ensure all service level agreements are met and assists team in resolution of issues submitted to the Help Desk.
The Held Desk Supervisor shall also assist the manager as the local first point of contact in maintaining SMC tools, ticketing system, and installbase database update.
Primary Responsibilities:
• Planning of agent’s shift duty roster and duties.
• Agent performance monitoring, coaching, and counseling.
• Ensure agents conform to company policies and SOP.
• Reviews reports on a daily/weekly basis to ensure data integrity and quality; prepares and submits report to management / customers on time.
• Interfaces with internal / external support groups on day-to-day help desk operation issues / services.
• Ensure agents are equipped with the required skill sets to perform their tasks.
• Providing input into process and system improvement to enhance customer service.
• Fist point of contact for local SMC tools support & maintenance.
• Update and maintain help desk SOP / documentations.
Requirements:
• A Bachelor’s degree in Management Information Systems (MIS), Computer Science or a related field.
• At least 3 years supervisory experience in a help desk or contact centre environment preferably in the ATM and POS support services.
• Hands on Call Management System 1st level support and good knowledge of network & system concepts including Help Desk tools and technologies such as IVR, Real-time call monitoring, and Automated Call Distributor (ACD).
• Hands on experience managing Help Desk service levels / KPIs such as 1st call resolution, response time, Average Speed of Answer (ASA), and abandoned call.
• Ability to communicate effectively, calmly, and patiently with both technical and non-technical groups.
• Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
• Ability to multi-task and be flexible with assigned work schedule.
• Good verbal and written communication skills.
Please forward your resume, stating current and expected salaries to:
Human Resources
Wincor Nixdorf Pte Ltd
2 Kallang Sector, Singapore 349277
E-mail: career.sgp@wincor-nixdorf.com
Closing Date: 15-7-11
