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Service Desk Supervisor


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Unisys Hungary opened its Budapest office in January 2007 and a second office in Pécs in 2012 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.
We are currently looking for talented individuals in our Budapest office for an

Service Desk Supervisor

 
Role purpose

The Service Desk Supervisor will supervise a Service Desk Team, review service levels, schedule staff and identify training needs. The Service Desk Supervisor will be responsible for working closely together with the Operations Manager to maintain and improve the service desk by directly managing employees assigned to him/her and to continually strive to improve customer service.

 Advantage of the position:

  • Building up and leading a team of ~40 people on the daily basis
  • Wide experience in people management and client management
  • Project management responsibilities
  • Taking part in the recruitment process – participating personal interviews and Assessment Centers
  •     Being part of a multicultural environment

Key Responsibilities / Outcomes

  • Plan resources to accounts on a dynamic basis in order to maximize performance against SLAs on a daily basis;
  • Act as focal point for 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;
  • Provide feedback / guidance to employees assigned to him/her on their overall performance
  • Actively participate in recruitment activities, attendance at AC as required
  • Inform the Operations Manager of any work conflicts, dissatisfied customers or hardware/software malfunctions, escalations; escalate issues to all relevant parties
  • Ensure all contracted support is accomplished in a timely manner, preparing reports and quality indicators as necessary to the Management on a regular basis;
  • Actively participate in various internal and client facing conference calls if necessary

Key Qualifications

  • Minimum 2 years of experience as Team Leader in the Service Desk field
  • Excellent written and verbal English knowledge is required
  • Additional European language knowledge is a plus (German, French, Dutch)
  • Experience in a customer service position
  • Experience in escalation management
  • Knowledge of Avaya Systems
  • Advanced experience or knowledge of  ITIL
  • Understanding of logging systems
  • Working knowledge of MS Office suite and related reporting applications

Why should you join us:

  • Flexible cafeteria package
  • Multinational environment, multicultural teams
  • Fruit day every other week
  • Recreation room
  • Language courses in the office
  • Birthday cake
  • Team buildings
  • Training opportunities within working hours
  • Access for the Unisys University
Munkavégzés helye Budapest
Kategória Szervezés / Menedzsment / Cégvezetés, Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Minimális tapasztalat 2 év
Munkaidő tipusa Teljes munkaidő
Régió Budapest, Pest
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