Inetum
B2B • Enterprise • SaaS
Inetum is a European leader in digital services, providing technology consulting, solutions, and software innovation to businesses and public sector entities across 19 countries. With a workforce of 28,000 consultants, Inetum focuses on helping clients achieve digital transformation through a broad range of services, including consulting, software integration, and outsourcing, while prioritizing innovation, customer experience, and agility. Inetum partners with major software providers and offers solutions in vertical sectors like public sector, insurance, and healthcare. In 2023, Inetum achieved sales of 2. 5 billion euros, driven by its growth and scale ambitions.
Coordinador de Mesa de Ayuda, SAP
Job not on LinkedIn
November 1
🗣️🇪🇸 Spanish Required
Inetum
B2B • Enterprise • SaaS
Inetum is a European leader in digital services, providing technology consulting, solutions, and software innovation to businesses and public sector entities across 19 countries. With a workforce of 28,000 consultants, Inetum focuses on helping clients achieve digital transformation through a broad range of services, including consulting, software integration, and outsourcing, while prioritizing innovation, customer experience, and agility. Inetum partners with major software providers and offers solutions in vertical sectors like public sector, insurance, and healthcare. In 2023, Inetum achieved sales of 2. 5 billion euros, driven by its growth and scale ambitions.
📋 Description
• Coordinar y supervisar el equipo de consultores remotos de mesa de ayuda. • Garantizar el cumplimiento de los niveles de servicio (SLAs) establecidos. • Monitorear y reportar indicadores de desempeño del servicio. • Gestionar la asignación y seguimiento de tickets en herramientas de gestión del servicio, como: Service Desk, Jira, Solman de SAP. • Identificar oportunidades de mejora en los procesos de atención y soporte. • Actuar como punto de escalamiento para incidencias críticas. • Promover buenas prácticas de atención al cliente y resolución efectiva de problemas. • Facilitar la capacitación continua del equipo en herramientas y procesos. • Mantener una comunicación fluida con otras áreas técnicas y de negocio. • Identificar oportunidades de crecimiento del servicio
🎯 Requirements
• Experiencia en coordinación de equipos de mesa de ayuda. • Manejo de herramientas de gestión como Service Desk, Jira, Solman de SAP. • Conocimiento del ciclo de vida de las soluciones SAP • Habilidades de liderazgo, comunicación y gestión de indicadores. • Enfoque en la satisfacción del cliente
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