BRP Looking for Service Desk, Site Coordinator at Valcourt Full Time

YOUR KEY RESPONSIBILITIES

Managing a team:
As Team Leader, participate in human resources management:

• Ensure your team is motivated and engaged;
• Check in with each team member daily to ensure work is progressing; 
• Work to achieve BRP’s corporate objectives;
• Follow up on all leave requests and make sure agents are following their schedule;
• Replace agents when absent;
• Plan continuous training and certifications for team members. 

Managing an IT Service Centre:
Ensuring tickets received by the Service Centre are properly processed:

• Make sure the ticket management tool is working properly and tickets are being processed correctly;
• Make sure Service Centre team members are correctly assigning and prioritizing tickets;
• Ensure users receive rapid responses (within three days) and regular follow-ups (10 days); 
• For reassignments, make sure information is properly documented in each request;
• Ongoing tracking of the number of resolved tickets;
• Make sure tickets are processed in a timely manner

Documenting and standardizing Service Centre processes:  

• Identify processes that are not working well and suggest any necessary adjustments;
• Standardize agents’ roles, responsibilities and rights; 
• Ensure the availability and upgrading of all procedures required by agents to do their job;
• Run daily team roundtable conversations about daily priorities;
• Organize and lead a weekly team meeting. 

Presenting Service Centre statistics:

• Analyze statistical reports on ticket processing and agent activity;
• Prepare, analyze and explain survey results;
• Make contact with survey respondents for clarifications and explanations;
• Analyze monthly Service Centre statistics and suggest improvements. 

Managing material/equipment:

• Validate the assignment of non-standard equipment, in line with established rules at BRP;
• Ensure all computer equipment is functioning properly and correctly implemented with partners  (Dell / Ricoh);
• Submit quotes for the purchase of minor computer equipment
• Ensure repairs under warranty for computer equipment, as applicable 

Collaboration tools:

• Following established processes, validate, add and delete GTM, Dial-in and Calling Cards accounts. 

YOUR SKILLS

• Defend and embody the BRP values: Ingenuity, Passion, Confidence and Determination 
• Have a balanced relationship with agents
• Always maintain a professional attitude and appearance
• Keep trainings and knowledge updated
• Bilingual (French/English)
   

WELCOME TO BRP

We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce of over 14,500 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey. Yours.
AN EXCEPTIONAL AREA! >

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