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Service Desk Team Leader Job

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Job Title: Service Desk Team Leader
Job ID: 279396
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

Org Marketing Statement

Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations.

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

Day to Day Work

Role purpose

The Team Leader will supervise a Service DeskTeam, review service levels, schedule staff and identify training needs. The Team Leader will be responsible for working closely together with the Operations Manager to maintain and improve the service desk by directly managing the agents 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 assigned service desk agents 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 service desk agents on their overall performance incl. Attendance / Compliance / Availability;
- Handling low CSAT feedbacks in CSIS system regarding lack of agent's soft skills
- Manage and administer ESS department assigned to you
- Active participation in recruitment activities, attandance on 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 on various internal and client facing conference calls if necessary
Key Qualifications
- At least 1 year experience in any type of Customer Service
- Experience in interaction with a team
- Good command of IT
- Advanced experience or knowledge of ITIL;
- Understanding of logging systems;
- Working knowledge of MS Office suite and related reporting applications;
- Handling escalations
- Knowledge of Avaya Systems
- Excellent verbal and written skills in English, German or Italian or French are beneficial
Job Specific Skills
- People management skills; Strong people management focus
- Ability to impart knowledge on various levels;
- Strong analytical skills;
- Aptitude for quick learning of technical and procedural topics;
- Self starting, self motivating, self learning work approach;
- Ability to coordinate multiple, dissimilar activities simultaneously;
- Ability to work with minimal supervision and affinity for team-based action planning;
- Flexibility to work extended work schedules as required;
- Excellent teaching and communication skills;
- Strong customer and team-oriented focus;
- Patience, stress and frustration resistance;
If you would like to join us, please register on our website: Link megjelenítése or via mail E-mail cím megjelenítése and write the position's name into the subject field

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