Service Desk Team Lead / Mobilization LeadApply now
Service Desk Team Lead / Mobilization Lead
- 13th month pay & Holiday allowance
- Bonus Program
- 26 holidays
- Training & Learning opportunities
- Laptop & Smartphone
- 32-40 hours p.w.
This is you
You are proactive, entrepreneurial, and service-oriented.
You are a motivated and driven person.
You have an insatiable curiosity for new tech inventions.
Cutting-edge is your comfort zone.
As a Service DeskTeam Lead/Mobilization Lead you have a central role between your team, management and clients.You give day to day operational guidance to a team of Customer Service Officers that provide functional and/or technical support for resolution of customer incidents, issues, requests and queriesand you coordinate the onboarding process of new clients. The Service Desk delivers its services in a multi-client, multi-lingual environment.
In your Team Lead role, you oversee the functionality of the team by providing instructions related to the day to day work, making sure that the team is in good shape for delivery at all times, all clients are being serviced according to agreed scope and SLA’s/metrics, shift planning is done adequately and service desk documentation is being kept up to date. To facilitate this, you have a daily stand up meeting with the team, in which all tasks and relevant topics are discussed.
In your Mobilization Lead role, you play a key role in the onboarding of new clients. You have knowledge regarding ITIL service management processes and you provide guidance and advise on these topics during the onboarding process. Together with your Capability Lead you organize the staffing of the team. You ensure that there is a solid and phased knowledge transfer to prepare the team for the new services, together with the new client and internal project team. After go-live you follow up on the performance with quality checks to ensure a stabile delivery.
In both roles, you directly report to the Service Desk Capability Lead.
We are growing a multilingual team in our Accenture office in Heerlen to service customers located all over Europe. This provides you the opportunity to learn from the international teams and further build the team in Heerlen.
This team will be working in two standard shifts: 7:30-16:00 and 9:00-18:00.
For some customers we also offer standby services (24/7 support). This is on rotation base with the team and is paid on top of your normal salary.
Accenture Technology leverages design thinking, industry insights and the latest digital and Security methodologies to help customers innovate, grow and improve their businesses. Our expertise, capabilities and experience mean that our customers (including some of the biggest brands in the world) trust us to find the right solutions for their needs.
Together with our talented international colleagues, we focus on connecting the needs of businesses with the new possibilities that come with technological progress. Because that's where the real challenges are: inventing and testing things that have never been tried before, getting new applications ready for roll-out, and ultimately guiding customers to select and implement the right technologies – including state of the art Security solutions - to transform their businesses.
At the Accenture Innovation Center for Smart Services in Heerlen, we bring the latest technologies to our global customers to become leading in their industry. In our office, we have the right mix of subject experts and innovative graduates to provide
- Minimum HBO or Associates degree
- Fluent in Dutch and English, German and/or French are desirable
- Problem solver, communicative, eager to learn, hand-on mentality
- Flexibility, quick thinking, solutioning and taking decisions
- Note that experience in customer service is required
We believe it is crucial that you know where you stand during your application, and what the next steps are. Our process is short - but thorough - and we'd like to get to know you, and see if we are a great fit. Please connect with our recruiters in case of questions.
Found a fitting vacancy or role? Great! Apply by sending in your CV and cover letter and let's get started. Contact our recruiters in case of questions, they are here to help and guide you.
During the interview, we'd love to get to know you and see if there is a match with our brand and brand values. We will discuss your ambitions and past experiences and tell you all you want to know about the role.
In the second interview, our senior management would love to get to know you. We will continue to discuss your ambitions, past experiences and we can answer any question you have about the position and work at Accenture.
If we are all happy to proceed after the interviews, we'd like to make you an offer to join Accenture. We hope we can welcome you soon as a new colleague!
We'd like to welcome you to Accenture and are excited that you have accepted our job offer and agreed upon your start date. You will meet all the other new joiners and continue your career at Accenture.