Service Desk Agent (Night Hours)

CDS, an HPE company ,(CDS) is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to HPE customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.

CDS is present in 11 European countries with more than 1600 employees and embraces all of HPE’s values and commitments to employees and customers alike.

Job Description

Job scope/summary:
Global Remote Support Center is made up of teams that provide remote (offsite) service; customer access, and service delivery. The Service Desk Agent is the first line of enquiry for all calls. He/she logs the call/case, ensures that the customer is entitled to the service, dispatches the case to the most appropriate technically skilled team, coordinates support activities, plans and dispatches HPE/CDS resources.

Job specifics/ responsibilities:

• Be first line of enquiry for customer calls and emails. Logs the call into a database
• Web Support for Nonstop customers
• Ensures that the customer is entitled to the service, validates customer contract details
• Manages the service requests through different access channels
• Manages customer expectations and identifies customer problems
• Performs re-entitlement and clarification and contacts customer in case clarifications are needed, monitors the service event
• Handles on time case escalations and complex situations
• Coordinates support activities and monitors Work Orders dispatched to Field organizations as to ensure achievement of SLA commitments and timely CE/Part assignment
• Provides feedback and analysis of cases
• Achieves the personal goals assigned by the direct manager
• Focuses on achieving team goals
• Manages multiple tasks or cases simultaneously with minimal supervision
• Keeps technical documentation as per requirement
• Meets the deadlines and keeps the service level agreements
• Analyses customer enquiries related to the usage of specific HPE/CDS web portals and provides feedback
• Be compliant with all internal policies, rules and procedures and ensures performance as per all work instructions and/or orders (written and oral), legally assigned to him/her by his/her direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager

Key deliverables/ accountabilities:

• Process descriptions are strictly followed
• Customer satisfaction
• Incoming phone calls, mails and cases are handled on time
• Calls and cases meet the quality requirements
• Personal Targets are achieved

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At CDS we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

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