Client: Stellantis (formerly PSA Groupe) (Vigo)Project: IT Service Desk ManagementDescription:Manage a service divided between two locations (VIGO and BUDAORS) that functions as a single Service Desk, providing IT support to the Stellantis group for the PSA part in the areas of production plant (application) and office (software, hardware, and application). All this in 11 languages (3 of them 24/7) through two contact channels (phone and live chat).Service Desk… Show more Client: Stellantis (formerly PSA Groupe) (Vigo)Project: IT Service Desk ManagementDescription:Manage a service divided between two locations (VIGO and BUDAORS) that functions as a single Service Desk, providing IT support to the Stellantis group for the PSA part in the areas of production plant (application) and office (software, hardware, and application). All this in 11 languages (3 of them 24/7) through two contact channels (phone and live chat).Service Desk Organization:Coordinator Team (4)Reference Technicians and Knowledge and IT Bot Management (7)First-level IT Technicians (40)Second-level IT Technicians (8)Main Functions:-Organize and present follow-up committees with the client (results, etc.).-Analyze and define service strategies.-Analyze and manage customer problems and needs according to priority.-Monitor indicators and ensure compliance with SLAs.-Daily review of indicators (BO, Kibana, etc.).-Implement strategies to maximize results with available resources and human capital dedicated to achieving the objectives agreed with the client.-Analyze trends for proposals to improve and reduce customer costs-Monitor productivity and performance of the different teams looking for areas of improvement.-Manage mainly remote teams (+50%)-One-to-one feedback meetings with the coordination team, also addressing their daily needs and/or problems.-Prepare and conduct annual performance reviews.-Selection of new collaborators (Interview, OnBoarding, labor management, etc.)-Participate in the Committees of new projects and ongoing projects. Show less

Client: Stellantis (formerly PSA Groupe) (Vigo)Project: IT Service Desk ManagementDescription:The service is divided into two locations (VIGO and BUDAORS) but operates as a single first-level Service Desk.The VIGO Frontdesk is made up of two teams with a total of more than 50 people who support more than 200,000 Stellantis group employees in 13 languages (4 of them 24/7) through three contact channels (telephone, livechat and email).Frontdesk… Show more Client: Stellantis (formerly PSA Groupe) (Vigo)Project: IT Service Desk ManagementDescription:The service is divided into two locations (VIGO and BUDAORS) but operates as a single first-level Service Desk.The VIGO Frontdesk is made up of two teams with a total of more than 50 people who support more than 200,000 Stellantis group employees in 13 languages (4 of them 24/7) through three contact channels (telephone, livechat and email).Frontdesk Teams:First-level IT TechniciansReference Technicians and Knowledge ManagementMain Functions:-Monitor indicators and ensure compliance with SLAs.-Daily review of indicators (BO, Kibana, etc.).-Implement strategies to maximize results with available resources and human capital dedicated to achieving the agreed objectives.-Analyze trends for improvement proposals.-Monitor agent productivity and overall activity.-Manage remote agents and teams.-One-to-one feedback meetings with agents with the aim of improving their performance and also addressing their daily needs and/or problems.-Prepare and conduct annual performance reviews.-Manage the global planning of both locations in conjunction with the Budaors coordination.-Manage delays and clock-ins.-Manage agents' compensation and vacation balance through the company's HR management tool and personal dashboards.-Selection of new collaborators (Interview, OnBoarding, etc.).-Develop training plans for new collaborators.-Participate in new project committees.-Participate in monitoring committees for ongoing projects.-Audit technicians' work (ITSM quality control + telephone customer service quality control). Show less

Client: Stellantis (formerly PSA Groupe) (Vigo)Description:The service is composed of two Backdesk teams with a total of 20 people in charge. This BACKDESK team provides support to dealership and internal users.Backdesk Teams:Backdesk PCD (Peugeot-Citroën-DS) Service TeamBackdesk OV (Opel-Vauxhall) Service Model Transformation TeamMain Functions:-Planning management.-Selection of new collaborators.-Develop training plans for new… Show more Client: Stellantis (formerly PSA Groupe) (Vigo)Description:The service is composed of two Backdesk teams with a total of 20 people in charge. This BACKDESK team provides support to dealership and internal users.Backdesk Teams:Backdesk PCD (Peugeot-Citroën-DS) Service TeamBackdesk OV (Opel-Vauxhall) Service Model Transformation TeamMain Functions:-Planning management.-Selection of new collaborators.-Develop training plans for new collaborators.-Prepare and conduct annual performance reviews.-Monitor indicators and ensure compliance with SLAs.-Daily review of indicators.-BACKLOG monitoring.-Participate in the management of high-criticality incidents.-Participate in new project committees (Backdesk OV service model transformation).-Participate in monitoring committees for ongoing projects (Backdesk OV service model transformation).-Audit technicians' work (SDI quality control + telephone customer service quality control).-Creation and updating of procedures, control and revision of documentation.-Participate in and facilitate meetings related to the knowledge base/procedures. Show less

Client: Stellantis (formerly PSA Groupe) (Vigo)Main functions: -Resolve unresolved first- and second-level incidents related to Exchange/Lync/Skype (Outlook 2010/2016) infrastructures and Domino/Lotus Notes.-Manage requests received in the department's functional mailbox. -Identify and implement corrective actions for identified problems. -Perform tasks assigned by the "Messaging Studies" service (follow-up on development, test plans, pre-production validations… Show more Client: Stellantis (formerly PSA Groupe) (Vigo)Main functions: -Resolve unresolved first- and second-level incidents related to Exchange/Lync/Skype (Outlook 2010/2016) infrastructures and Domino/Lotus Notes.-Manage requests received in the department's functional mailbox. -Identify and implement corrective actions for identified problems. -Perform tasks assigned by the "Messaging Studies" service (follow-up on development, test plans, pre-production validations, etc.). -Provide support to the department's various services and conduct functional validations.-Draft and update user support documentation for level 1 and 2 support.-Compile and submit weekly activity reports. Show less

Client: Stellantis (formerly PSA Groupe) (Vigo)Main functions: -Receive, analyze, and resolve second-level incidents related to Outlook, Lotus Notes, Exchange, Office 2010, Office 2016, Office 365, Networks, VPN, WIFI, ANTIVIRUS, CITRIX, and ORACLE on Windows Vista, Windows XP64, Windows 7, and Windows 10 systems.-Escalate unresolved incidents to the appropriate team or vendor.-Document incident resolution procedures and maintain a knowledge base.-Provide support to… Show more Client: Stellantis (formerly PSA Groupe) (Vigo)Main functions: -Receive, analyze, and resolve second-level incidents related to Outlook, Lotus Notes, Exchange, Office 2010, Office 2016, Office 365, Networks, VPN, WIFI, ANTIVIRUS, CITRIX, and ORACLE on Windows Vista, Windows XP64, Windows 7, and Windows 10 systems.-Escalate unresolved incidents to the appropriate team or vendor.-Document incident resolution procedures and maintain a knowledge base.-Provide support to first-level support technicians.-Train first-level support technicians on new products and technologies.-Stay up-to-date on the latest IT trends and technologies.-Communicate effectively with both technical and non-technical users. Show less

Client: Stellantis (formerly PSA Groupe) (Vigo)Main functions : -Provide first-level IT support to Stellantis employees.-Troubleshoot and resolve common IT issues.-Provide technical support for a variety of software applications and hardware devices.-Respond to user inquiries and requests in a timely and professional manner.-Document IT incidents and resolutions.-Escalate complex issues to second-level support as needed.-Support technical leaders in… Show more Client: Stellantis (formerly PSA Groupe) (Vigo)Main functions : -Provide first-level IT support to Stellantis employees.-Troubleshoot and resolve common IT issues.-Provide technical support for a variety of software applications and hardware devices.-Respond to user inquiries and requests in a timely and professional manner.-Document IT incidents and resolutions.-Escalate complex issues to second-level support as needed.-Support technical leaders in operational monitoring tasks, documentation development, and procedure creation.-Provide technical and procedural support to other Helpdesk agents.-Train and mentor new agents. Show less

Provide first-line IT support to Stellantis employees, addressing user inquiries and resolving basic IT incidents (French and Spanish).

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