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Service Desk Supervisor

  • A hirdetés 668 napja lejárt



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.

 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;
  • Overall measuring and monitoring of service desk agent performance on a daily basis. Responsibility for correct skill levels and active queue management
  • Coordinate & schedule training with respect to the training necessity/ availability and agent shift availability
  • 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;
  • Handle low CSAT feedbacks in CSIS system regarding lack of agent’s soft skills
  • Manage and administer ESS department assigned to you
  • Actively participate in recruitment activities, attendance 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
  • 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
  • Active participation in ongoing quality initiatives at the desired level, detailed on the Unisys Hungary Quality Portal by considering all relevant objectives, policies and procedures.

Key Qualifications

  • At least 6 months experience in team leadership is required
  • 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


Helyek Budapest
Kategória Szervezés / Menedzsment / Cégvezetés
Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Minimális tapasztalat 1 év
Elvárt nyelvtudás Angol
Aktiválás időpontja 2016.04.19.
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