Manager Service Desk @ KPN Mobile

KPN Mobile Customer Care is a division of KPN Mobile that concentrates on Customer care and Customer Loyalty. KPN Mobile CC is one of the few divisions within KPN with its own support unit. The manager of the Service Desk was promoted to Manager of the entire Support Department and the vacancy which this created could not be filled internally. Greg was asked to take the position of manager of the Service Desk. The unit also needed to work more efficiently, so Greg was asked to implement the existing KPN standard IPW. As manager of the Service Desk of Customer Service Mobile Communication (KMC) Greg was responsible for upgrading and coordinating the Service Desk. He managed the 1st and 2nd line support teams and maintained customer contacts. Greg made management reports of the incident and problem process.