Service desk team leader / quality specialist

Location: Kapellen, Belgium

Good day,�

I am looking for upportunities in the world of the service desks.

I have experience as teamleader of a service desk and before I have worked on a service desk of IBM South-Africa starting as Front office agent and evolving very fast to trainer and later on to service coordinator, team leader and quality specialist.

I noticed during in this time that I really love what I do and that I am really good in it, especially the function of quality specialist.

I am someone who loves working in teams but I have no problems with working on my own and take initiatives, especially when these initiatives can make everything more efficient.�

I learned in the past years that I know what I can do, what I love to do and that I am good in it. That's why I want to use my strengths elsewhere in the world as quality specialist, team leader or service coordinator.�

Kind Regards,�

Age:

28 years

Work experience

5 years in employment in full time jobs

Previous jobs

2010 -	Technical Remote Specialist at HP CDS
Handle requests coming from clients. These include creating accounts, change accounts, restores, manage mailaccounts,...
2009 - 2009	Service Desk Team Leader
Team Lead of a small team of service desk agents. This also included on site support.
2006 - 2009	Front Office - trainer - service coordinator - Team leader - Quality specialist
- Front Office: taking calls and solving technical IT problems with a first call resolution of at least 70%. - Trainer: training new agents and making trainings and manuals to improve the performance of agents - Service coordinator: handling all incoming complaints and escalations. Improve the communication between the service desk and the solver groups in handling incidents and problems.� - Team Leader: leading the team of at least 20 agents. Working as the resposible person from the service desk to reach service level agreements. Being the contact person between service management and the service desk.� - Quality specialist: getting the efficiency and quality of the desk as high as possible, by constant reviewing of the agents. Handling the customer satisfaction and work as contact person with the higher service management. Function as the contactperson between the customer and the service desk. Making up manuals and trainings to improve the quality and efficiency and increase the customer satisfaction.

Education

1995 - 2003	Sociale en Technische Wetenschappen
Sociale en Technische Wetenschappen met specificatie psychologie

Certifications / Courses

2008 : delivery excellence (basic Lean - SixSigma)

2007 : basic ITIL training

Skills

Skill	Experience	Level	Last used
Customer service	5 years 6 months professional	5 of 5	2009
Coaching	5 years professional	5 of 5	2009
Active Directory (AD)	5 years professional	3 of 5	2009

1 = Lowest level, 5 = Highest level

Language Skills

Language	Oral	Written
Dutch (First language)	5 of 5	5 of 5
English	5 of 5	5 of 5
French	2 of 5	2 of 5

Job Type wishes

(chosen marked with Checkmark )

Full time

Contract/Project/Freelance

Job Category wishes

(chosen marked with Checkmark )

Education & Training (IT)
Implementation/Consultant
- ITIL / Service Management
Management
- Team Manager
- Support Manager
Project Management
- Test / QA
Support/Technician
- Support Coordinator
- Support / Helpdesk / Hotline
System Administration
- ITIL

Job Location wishes

(chosen marked with Checkmark )

Africa
Europe
- Ireland
- United Kingdom
  - East
  - South East
  - South West
  - Wales
  - Greater London
  - Home Counties
- Sweden
- Rest of Europe
  - Greece
  - Italy
  - Netherlands
  - Switzerland
- Belgium
  - Antwerp
  - Brussels
  - East-Flanders
  - Brabant-Flemish
North America
Oceania

Work from home