Service Desk Team Leader

Our client is one of the leading e-business and applications outsourcing company, providing software development and application management services to Fortune 1000 companies. Their business model utilizes service and development centres based in India whilst their employees deliver the services within Europe.

Service desk TEAM LEADER

Main Tasks/Responsibilities:

• 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
• Program Management
• 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.)

REQUIREMENTS – MANDATORY:    

• Any Science / Technical Diploma or Graduation

B.E./Diploma/ Any Graduation

• Fluent English and German and French
• Approx. 5 years experience overall and at least 1 year as Lead in IT Service Desk operation in 24x7 operations (Candidates earlier worked in international contact/call centers in a Technical voice support process is preferred)
• Knowledge on Service Desk tools (examples like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc.)
• Willing to work in 24x7 environment
• Familiarity of ITIL and six sigma implementation on IT Help Desk projects.
• ITIL Foundation certification and awareness of ISO20000 service management standard would be added advantage.
• Handling High Severity Cases Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment
• Familiarity of ITIL and six sigma implementation on IT Help Desk projects.
• Strong skills in written and verbal communication. Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
• Team mentoring and training skills
• Strong People management skills
• Strong skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution
• Work experience with clients outside India or in onsite roles.
• Good Analytical, coordination and communication and technical skills are essential.
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• 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

Basic understanding of Computers and Trouble shooting skills required.

ITIL, 6Sigma, Lean certifications

Place of work: Budapest / Hungary

Additional information and registration: http://www.cvorecruitment.hu/