37513 – Consultant für Global User Support Concept m w d

Description de la mission

Seit 25 Jahren unterstützen wir unsere Kunden bei der Implementierung, dem laufenden Betrieb sowie dem Training der Mitarbeiter für innovative Softwareprodukte. Für eines dieser Projekte sind auf der Suche nach tatkräftiger Unterstützung.

Eckdaten:
Gewünschtes Eintrittsdatum: 03.06.2024
End-Datum: 31.12.2024
Stunden: 1200 h davon 50 % remote
Kondition: remote max. 80,00 EUR

Achtung:
zur Berücksichtigung Ihrer Bewerbung benötigen wir von Ihnen zwingend:
• Ihr vollständiges Geburtsdatum (Tag/Monat/Jahr) für die Registrierung des Cvs im Kundenportal
• Angaben zur Verfügbarkeit und Kapazität
• Konditionsbestätigung

Task:
Concept definition and design of future Global User Support services and its evaluation from User Experience perspective in accordance with DT Strategy

Work with the project team and the organization (User excellence) on the definition and design of the user journey 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 (with focus on user experience)

Consultancy for location strategy of IT support taking the user experience aspects into account

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) with focus on user experience and IT happiness

Communication and alignment with stakeholders with regards to parallel processes potentially impacting Global User Support services currently allocated to other organization areas (e.g. field services, HW procurement, lifecycle management) with potential impact on user experience
Development of KPIs for service quality measurement

Project purpose:
This project explores options for renewal/out to market of IT services in the area of Global User Support. The project concentrates around the future concept design for the future service GSD and Walk in Center services in alignment with DTs strategy and the Business Requirements aiming to deliver an excellent user experience in the future.