Shift Lead with German w Krakow, Małopolskie, Polska

Job Description: Lead and motivate a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget. Will be responsible for providing a floor support to a multilingual Team and should have guidance, instruction, direction, leadership, flexibility, creativity, commitment as key strengths. This position has frequent contact with customers, direct reports, peers, and independent vendors.

Daily Activities

  • Manage a team of helpdesk analysts and professionals and ensure that customer SLA targets are met and appropriate qualitative standards achieved.
  • Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers.
  • Implement methodologies to improve first call resolution.
  • Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
  • Analyze help desk activity and make recommendations for increased organizational efficiency and effectiveness.
  • Implement staffing and scheduling models to ensure guaranteed coverage to the business.
  • Perform interviews for new professionals and provide feedback for promoting professionals.
  • Create and maintain a training program for increased business, customer service and technical knowledge.
  • Train helpdesk staff to ensure that support is provided in a consistent manner.
  • Lead and participate in projects.
  • Assist the Help Desk director with the preparation and administration of departmental budget and business plans and metrics.
  • Handle client escalations

Technical skillset required:

  • Microsoft environment knowledge
  • In-depth knowledge about desktop Clients: Windows7 and Windows10
  • Conceptual knowledge on servers (Servers: Windows 2000, Windows 2003, Windows 2008)
  • Good working knowledge of Active Directory
  • Remote desktop connectivity applications like SSCM, Bomgar, WebEx, Live Meeting, Skype and Windows Native tools
  • MS Office Suite 2016 and O365
  • Good knowledge of Service Now tool and reporting

Required languages:

German: C1 and above

Polish: C1 and above

English B2 and above

SZUKAJ PRACY

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