End-to-end responsibility over the Evonik’s Service Desk services, provided from San Jose, Costa Rica. Responsible for supervising 10 Global Service Desk agents, especially to set individual goals derived from the global strategy, plan and distribute tasks, provide guidance and feedback on execution and perform regular performance reviews according to the global guidelines, contributing in over-arching HR processes (e.g. resource management, hiring, promotions) and ensuring a tight relationship of the Global Service Desk in Costa Rica with the main Subject Matter experts of the Function IT across all units.Furthermore responsible for the local implementation of the global support strategy focusing on providing high quality solutions, in high speed and a high resolution-rate within the first level. Potential idle time of the team used to optimize the support processes, identify common issues/problems, and improve the knowledge base in alignment with the SMEs. Responsible for escalating topics e.g. towards problem management and staying in close contact with the global SMEs until the issues do not impact the GSD anymore.

Overall Tasks• Perform 1st & 2nd Support Level via phone, chat and remote • Capture required user data and validate permissions and identity to initiate the service process• Classification of reported incidents and requests and correct documentation of messages in the ticket system • Qualified creation, analysis, and resolution of support requests in compliance with defined processes and service level agreements (SLAs) (a very good understanding of the technical issue and the user is a critical aspect of this role) • Autonomous and careful resolution of support requests using knowledge documents and remote-control applications • In case of ticket forwarding: creation of meaningful support tickets and documentation for a proper routing• Assisting the user in applying for permissions, software installations, hardware requests and orders • Qualified, meaningful and comprehensible documentation of the actions taken and solution in the respective support tickets • Competent technical support of IT users for all computer and telecommunications problems • Responding to status requests from existing service operations and if necessary, triggering escalations • Communication with employees and users following guidelines and procedures• Engage as a competent contact for user satisfaction and being a promoter of a good and friendly customer service