Experience

Cpl Hungary

• Hungary
• Staffing and Recruiting
• 1 - 100 Employee

• Coach

  • Sep 2012 - Present

  The Coach is an integral role within Global Service Desk to ensure a high level of service delivery on a consistent basis. The coach is the primary point of contact on the service desk for technical and process related information and their main areas of responsibility are training and mentoring, quality, technical assistance, client collaboration, knowledge management. The Coach works closely with the Team Leader to ensure high quality of service within the service desk.Main responsibilities:• Assist the Team Leader in driving the performance of the desk to ensure that all contractual SLA agreements are met. • Responsible for the maintenance of the Service Desk Knowledge Base and must always be knowledgeable of the desk processes new and old. • Control of the desk’s IT assets • Liaising with the client in conjunction with their Team Leader • Driving call and case quality on the desk and carrying out the case quality process. • Assist Level 1 agents with technical queries and process related questions on a daily basis• New process/products roll out and training



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• coach

  • 2012 - 2015

• coach

  • 2012 - 2015

• Desktop Support Technician

  • Jan 2011 - Aug 2012

• Helpdesk Assistant

  • Sep 2009 - Jan 2011