Archiviertes Projekt - Consultant* Redesign Global User Support / Service Desk #10325

AufgabenThis project explores options for renewal/out to market of IT services in the area of Global User Support.


• Concept definition and design of future Global User Support services and its evaluation from User Excellence perspective.
• Work with the project team and the organization (User excellence) on the definition and design of the user and agent journey and IT processed for future physical and virtual IT support channels.
• Align and calibrate the future IT support service concept with the business requirements on one hand and provider solutions during the tender phase on the other hand having the focus on delivering excellent user expercience.
• Consultancy for location strategy of IT support focusing on user experience, processes and support availabilty for all users ( incl. small and remote locations).
• Consultancy and support with regards to helpdesk ticket routing and communication systems (e.g. Terminals for Walk-in Centres, ticket routing systems for virtual IT support channels).
• Consultancy and support with regards to queue management systems that allows user to pick the right queue in order get qualified IT support (virtual, on-site, via terminal).
• Communication and alignment with stakeholders with regards to parallel processes potentially impacting Global User Support services currently allocated to other organization areas with potential impact on user experience and the IT support.
• Development of KPIs for service quality measurement for the future IT support modell.


Qualifikation
• Global service desk experience
• Automation experience
• Ticketing system for incidents experience
• User experience
• AI experience (ideally)
• Fluent english


Unser Angebot
• You benefit from our strong market expertise and stable, longstanding customer relationships.
• We offer a variety of national and international projects in some of the most prestigious companies among the top-performing technology sectors throughout Europe.
• Together with our customers, we create space for innovation and an environment to work agile and flexible.
• Fair contractual conditions.
• Non-bureaucratic ways of working matter to us.


(*) We are looking for H/U/M/A/N/S – strength and personality is what counts. Everything else is good if it makes you happy. We have been living diversity and equality for a long time, this is nothing new for us. Come as you are!