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IT Helpdesk Team Leader

  • A hirdetés 424 napja lejárt


  • Plan resources to accounts on a dynamic basis in order to maximize performance against SLAs on a daily basis
  • Act as focal point for the team in matters of scheduling, coordination, availability, or other matters as necessary
  • Maintain shift rosters
  • Ensure all employees assigned to him/her are briefed and understand their job requirements
  • Overall measuring and monitoring of service desk agent performance on a daily basis. Responsibility for correct skill levels and active queue management
  • Coordinate & schedule tranings with respect to the training necessity/ availability and agent shift avalability
  • Drive to meet and exceed customer expectations and ability to inspire service desk agents to do the same
  • Provide feedback / guidance to employees assigned to him/her on their overall performance incl. Attendance / Compliance / Availability
  • Actively participate in recruitment activities, attandance at AC as required
  • Help with all request/enquiries and direct escalation which are outside a service desk agent’s technical abilities or support boundaries as a first level
  • Inform the Operations Manager of any work conflicts, dissatisfied customers or hardware/software malfunctions, escalations
  • escalate issues to all relevant parties
  • Actively participate in various internal and client facing conference calls if necessary
  • Leadership experience
  • Min. 1 year experience in a customer service position
  • Experience in escalation management
  • Excellent verbal and written skills in English, other languages are beneficial
  • Advanced experience or knowledge of ITIL
  • Working knowledge of MS Office suite and related reporting applications
  • Strong people management focus
  • Strong analytical skills
  • Ability to coordinate multiple, dissimilar activities simultaneously
  • Excellent teaching and communication skills
  • Strong customer and team-oriented focus
Helyek Pécs
Kategória Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Minimális tapasztalat 3 és 5 év között
Munkaidő tipusa Teljes munkaidő
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