"Find out what you like doing best and get someone to pay you for it."
Katharine Whitehorn
Service Desk Team Leader – Prague, Czech Republic
Job Reference: CDP06
COMPANY DESCRIPTION
Our Client uses the power of technology to help organizations achieve great things and accelerates their clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity.
With a turnover of USD 7.4 billion, offices in 49 countries, and over 30,000 employees, they deliver wherever their clients are, at every stage of their technology journey.
The people we are looking on behalf of our Client to join their brand new Global Delivery Centre are bold, different, and exceptional.
We want people who take a different approach, with a driven attitude, an instinct to go beyond the ticket or challenge in front of them.
You’ll be based in Prague – one of Europe’s most exciting, expanding capitals – working within a team of highly skilled colleagues. They are offering training and certification opportunities to ensure that they continue to deliver outstanding services across countries and clients; at the same time, this gives you a chance to broaden your skills and capabilities and be amongst the best in the industry.
JOB DESCRIPTION
This role takes responsibility for managing a team of service desk employees. They ensure client satisfaction by successfully managing and completing incidents.
This role takes guidance from Service Desk Operations Manager in fulfilling their obligations.
KEY RESPONSIBILITIES
QUALIFICATIONS
ADDITIONAL INFORMATION
As you would be essential in supporting clients you would be required to work shifts.
BENEFITS
Our Client uses the power of technology to help organizations achieve great things and accelerates their clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity.
With a turnover of USD 7.4 billion, offices in 49 countries, and over 30,000 employees, they deliver wherever their clients are, at every stage of their technology journey.
The people we are looking on behalf of our Client to join their brand new Global Delivery Centre are bold, different, and exceptional.
We want people who take a different approach, with a driven attitude, an instinct to go beyond the ticket or challenge in front of them.
You’ll be based in Prague – one of Europe’s most exciting, expanding capitals – working within a team of highly skilled colleagues. They are offering training and certification opportunities to ensure that they continue to deliver outstanding services across countries and clients; at the same time, this gives you a chance to broaden your skills and capabilities and be amongst the best in the industry.
JOB DESCRIPTION
This role takes responsibility for managing a team of service desk employees. They ensure client satisfaction by successfully managing and completing incidents.
This role takes guidance from Service Desk Operations Manager in fulfilling their obligations.
KEY RESPONSIBILITIES
- Be responsible for managing a group of service desk employees;
- Contribute to the process of managing incidents logged at the service desk;
- Ensure all incidents which are logged, are accurately categorized;
- Ensure the allocation of an appropriate incident prioritization code upon receipt of the incident and during the logging process;
- Ensure incident diagnosis is conducted as to discover the full symptoms of the incident, determine what has gone wrong and how to correct it;
- Ensure reported faults are investigated and diagnosed;
- Be expected to take ownership and resolve or further escalate escalated incidents;
- Check incidents are fully resolved, and users and/ or clients are satisfied and agree to close the related incident;
- Ensure relevant actions have been logged to enable tracking;
- Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk team;
- Monitor the performance of Service Desk Agent and identify the training/ coaching intervention required;
- Mentor and coach Service Desk Agents to improve their performance;
- Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.
QUALIFICATIONS
- General Qualification in Information Technology (Degree/ Diploma);
- ITIL v3 Foundation;
- 5+ years’ experience required in call center managed services/ services delivery environment within a medium to large ICT organization;
- Track record of team management/ leadership experience.
ADDITIONAL INFORMATION
As you would be essential in supporting clients you would be required to work shifts.
BENEFITS
- Great working atmosphere in an international team;
- 5 weeks of vacation;
- 3 sick days per calendar year;
- Motivating range of salary;
- Compensation in the amount of the fixed basic salary for temporary absence to 21 days per year;
- Contribution to the pension insurance;
- Contribution for public transport;
- Over standard health care;
- Meal tickets – 100 CZK;
- Refreshment (coffee, tea, water on work) for free;
- Notebook and mobile phone including data tariff per company standards;
- 10% annual bonus based in the target achieved;
- Paid referral bonus system.