Team leader help-desk

praca it: etat dla Hemmersbach / Wrocław

Tagi: help desk

Hemmersbach provides IT services globally. With more than 2,400 permanent employees in 34 subsidiaries we offer our services in over 190 countries worldwide.
For our Internal IT Departmentwe are seeking the following:

Team leader help-desk
________________________________________
Location: Bielany Wroclawskie

Your tasks:

- Lead the HelpDesk team, ensuring that all contractual SLAs are achieved and high levels of customer service are maintained
- Allocate tickets to the HelpDesk Agents
- Conduct Quality checks of tickets and calls
- Carry out one to ones with team members and feedback to Manager
- Provide a management escalation point for incidents and service requests handled by the team
- Provide training, development, and coaching to Service Desk Agents ensuring they possess the correct knowledge and skills required to provide accurate, relevant information and guidance
- Identify opportunities for and implement improvements to the ongoing development of the HelpDesk team

Our requirements:

- Current working knowledge of IT Service Management Best Practices
- Excellent Customer Focus
- Good organizational skills, time management and ability to multi-task and prioritize to meet targets and deadlines
- Excellent communication skills both written and verbal
- Ability to remain calm under pressure and handle challenging customers
- ITIL awareness
- Good people management skills and the ability to deal with conflict
- Ability to carry out trend analysis on team performance and identify areas for improvement

Your benefits:

- Being a Leader of international IT Team: support to employees world wide
- Stable, independent work in international, flexible and opened company
- Stable working time: 8-16 or 9-17
- Interesting international IT projects
- Welcoming and friendly work environment within young team
- Direct communication and flat structure
- Great opportunities for both professional and personal development
- Buddy programme
- Space for your own ideas
- Language trainings
- A package of benefits and co-fundings: multisport card, private health care, life insurance, free bus from the center of Wroclaw



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Opublikowana 2017-07-04
Wyświetlona: 4563 razy