Imerys

Customer Support

• Manage the on-site proximity support team and ensure efficient delivery of on-site IT support services in APAC
• Ensure consistency and harmonization of APAC level 2 proximity support services
• Manage EMEA on-site support KPIs and service levels to meet established SLAs
• Contribute to a knowledge base and training materials for end users
• Collaborate on transversal support topics for shift-left opportunities
• Ensure level 2 proximity IT support services are implemented and running efficiently
• Provide consistent, personalized, reliable, and friendly proximity support
• Contribute to support team policies and procedures
• Lead, organize, schedule, and monitor APAC proximity support team activities
• Identify skill gaps and provide relevant process training
• Coach and mentor individuals and teams
• Ensure end-user training and employee orientation activities are executed
• Manage hardware troubleshooting, facility/event technology support, physical asset security, application rollout support, VIP support, device provisioning and inventory, mobile device management, and shared printer support
• Review and manage proximity support KPIs and act as the primary escalation point
• Implement process improvements and coordinate with IT teams to resolve end-user issues
• Manage root cause analysis and identify potential solutions
• Ensure support processes and procedures are followed
• Participate in IT problem management and Major Incident post-mortem reviews
• Coordinate on-premise IT solution rollouts with infrastructure and application teams
• Coordinate with IT support teams to provide a consistent support experience
• Facilitate lessons learned from root cause analysis

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IT Customer Care Manager