Team Leader Service Desk Analyst - German Speaking | Budapes

Feladatok

- Provide technical assistance to user via phone, email, chat and web or other channels in case is necessary (emergency situations, peak hours, shifting/staffing issues)

- Log all calls in the incident tracking tool

- Diagnose and solve software and hardware problems

- Keep SLA’s and help the team to achieve the target KPI’s

- Run & analyse operational reports
Attend operational telephone conferences/meetings

- Ticket analysis and reporting (quality, SLA compliance)

- Team leadership activities

- Gather input/data for PL’s Metrics and Quality control activities (weekly, monthly)

- Monitoring and influencing account specific SLAs and KPIs
Solving conflicts, issues reported by team members or escalating them to Project Leader or SDM

- Motivate and inspire team members

- Knowledge Management

- Learn and implement new technologies, tools, processes and policies if required (via reading knowledge base articles & emails)

- Provide process improvement ideas

- Understand quality requirements and aspects of the account and work according to those regulations

- Learn and adhere to TCS’ and customer’s policies and procedures

- Keep the Project Leader and Service Delivery Manager informed of task accomplishment, issues and status

Követelmények

- Német Haladó

- Angol Haladó

- MS Office |Haladó

- At least 3 years experience in IT Service Desk

- Minimum of 2 years experience in people management

- Advanced service management tool knowledge

- High level of flexibility, multitasking and problem solving skills

- Interpersonal skills
Advantages:

- Previous Team Leader experience
Prior experience in IT/Helpdesk/Service Desk fields.

- Previous experience with Microsoft Windows Active Directory Service, e-mail systems

- Additional language knowledge
Technically competent with PC/LAN architecture

- A thorough knowledge and understanding of TCP/IP

Amit kínálunk

- Market competitive compensation package

- A great diversity of people, cultures and business areas

- Language courses and training

- Global and diverse working environment

- Volunteering, sport and employee events

FONTOS!!!!!
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https://talentuno.com/jobs/team-leader-service-desk-analyst---german-speaking-0001#RCE0820

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Köszönöm
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