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2019.05.07. |

German Speaking Service Desk Team Leader

Job Description
Lead and coach a service desk team, which provides bilingual first level IT support. Ensure internal quality processes are followed as per ITIS standards
Provides assistance to the Service Desk Analysts, coordinate the operational tasks on a daily basis with offshore/onsite teams, work on those cases which require higher level of IT knowledge, handle escalations.
Handle incoming Calls, Chat and E-mails if required in peak hours and emergency situations, perform the necessary administration in the service management tool.

FUNCTIONS

Call and Incident Handling

  • Provide technical assistance to user via phone, email, chat and web or other channels in case is necessary (emergency situations, peak hours, shifting/staffing issues)
  • Log all calls in the incident tracking tool
  • Monitor the tickets of the Service Desk in incident tracking tool
  • Follow up on existing tickets and escalate unresolved cases to relevant support teams or vendors
  • Diagnose and solve software and hardware problems
  • Keep SLA’s and help the team to achieve the target KPI’s

Technical lead responsibilities

  • Ensure team training needs are addressed on time
  • Consult and guide the SD Analysts with regards to particular tickets
  • Handle escalations of particular tickets
  • Run & analyse operational reports
  • Attend operational telephone conferences/meetings
  • Ticket analysis and reporting (quality, SLA compliance)
  • Lead, supervise, coordinate and perform technical and customer trainings and update training materials
  • Ensure process compliance
  • Lead, supervise and coordinate the completion of quality check on calls and tickets, also the feedback to SD Agents

Team leadership activities

  • Prepare, maintain and publish on time the shift and holiday plan. Prepare on time the attendance sheets and payrol documentation
  • Be able and ready to cover ”On Call” duty during weekends and OoO hours
  • Act as a backup of Service Delivery Manager in case of absence, holiday, travel or is working in different shift
  • Support the Service Delivery Manager with data/inputs for resource planning and shifting management (in line with: shift coverage, backlog handling, aged cases reduction, email availability, workload distribution, out of office workload planning)
  • Gather input/data for Team Metrics and Quality control activities (daily, weekly, monthly)
  • Monitoring and influencing compliance on account specific SLAs and KPIs
  • Solving conflicts, issues reported by team members or escalating them on time to Service Delivery Manager
  • Assist SDM in creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort
  • Motivate and inspire team members

Knowledge Management

  • Learn and implement new technologies, tools, processes and policies if required (via reading/creating knowledge base articles & emails)
  • Document and share best practices with other colleagues; facilitate knowledge transfer whenever needed
  • Communicate process updates to the team members
  • Provide process improvement ideas

General

  • Ensure high level of customer satisfaction
  • Understand quality requirements and aspects of the account and work according to those regulations
  • Learn and adhere to the company's and customer’s policies and procedures
  • Keep the Service Delivery Manager informed of task accomplishment, issues and status
  • Inform the team about BCP plan and coordinate its execution (BCP awareness plan)

REQUIREMENTS

  • At least 3 years experience in IT or 4 years in customer service
  • Advanced knowledge of MS Office tools (Excel and PowerPoint)
  • Advanced service management tool knowledge
  • Good presentation skills
  • Good result orientation and conflict handling skills
  • Excellent organizing & planning skills
  • Ability to motivate people
  • Can work efficiently under pressure (time, workload)
  • Able to multitask, keeping deadlines
ADVANTAGES
  • Prior experience in IT/Helpdesk/Service Desk fields.
  • Previous experience with Microsoft Windows Active Directory Service
  • Technically competent with PC/LAN architecture
  • Previous experience of e-mail systems and support (Exchange)

OFFER

  • ITIL and Microsoft Certifications
  • Domain specific and soft skill training
  • Language courses on different levels
  • Career development programs
  • Specialization on specific IT fields
  • Lateral movement possibility (rotation on same level, to different account)
  • Vertical career progression (Project Leader and Managerial roles)
Contact

Laszlo Urban

+36 70 626 3478