Cognizant is a global leader in business and technology services: application development and maintenance; BPO, IT Infrastructure Services & business consulting; "SMAC" - Social Media Analytics and Cloud. We have delivered industry leading growth in the past years and ensure that we can lead our clients-and our own business-toward new horizons of productivity, growth and value.
Our Budapest center provides nea-shore IT Development, IT Infrastructure Services and BPO support for several of our global customers that include the world leaders in Pharma, Banking, Consumer Goods and Telecom.
Currently we are looking for talented people for the role of:
Service Desk Team Leader (German speaker)
Summary of Job Purpose:
Please join our international team as a Team Leader where you will be responsible for focusing on quality of customer experience delivered by your team, improving and understanding the quality parameters. You will also be responsible for day to day management of the team, including maintaining staff motivation and satisfaction level, scheduling adherence of the team and improving performance.
Day to Day operations, Service Level and People management
Organize team huddles and work towards keeping the team motivation at a higher level.
Assign routine tasks to the team
Prepare consolidated weekly / monthly reports.
Prepare client status reports and participate in Client reviews
Identify and mitigate RISKS
Metrics Collection & Analysis
Participate in Review meeting, identify Improvement Plans and track it till closure
Quality management (prepare for audits and/or Operation Maturity standards)
Training and development (ensuring the team gets the right training and development plans)
Administration (ensure proper HR related activities such as holiday planning/work documents, etc.)
What we require:
5+ years of experience in Computer Service industry which includes service desk experience.
A good command of languages (English + German) written and spoken
Knowledge on Service Desk tools (examples like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc.)
Basic understanding of Computers and Trouble shooting skills required.
Prior experience in leading an IT Help Desk project with a team size of 8- 10 team members.
Strong People management skills
Good Analytical, coordination and communication and technical skills are essential.
Shift management skills (likely to have experience in preparing the weekly/monthly shift schedule in line with the requirements, including labour law
Good to have:
Knowledge on tools used within the banking industry, as well as Microsoft products and services
Familiarity of ITIL and six sigma implementation on IT Help Desk projects.
MS products and specific toolsets within client organizations
ITIL, 6Sigma, Lean certifications
What we offer:
Open, international and multicultural environment
Opportunity to be part of a rapidly expanding organization
IT Academy courses, professional development and career path
Competitive salary and cafeteria benefits
Organization Marketing Statement:
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide and approximately 162,700 employees as of March 31, 2013, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world.