SME / Shift Leader with German language
Ogłoszenie nieaktualne
SME / Shift Leader with German language
Jestem
Firmą
Rodzaj umowy
Umowa o pracę
Branża / kategoria
Programowanie
Charakter pracy
Hybrydowa
Requirements:
- Minimum 3 to 5 years ‘experience in Service Desk/IT Support in a global organization.
- At least 6 to 12 months of Prior experience as an Operations SME/Shift lead or other management roles with IT Service Desk environment. Familiar with CMS and call management queue.
- ITIL awareness training.
- Dual Language German and English speaking.
- Client centricity and communication skills (German).
- Execution Solver Good at Decision Making.
- Collaborative Working.
- People Manager.
Type of Employment: We offer full time Contract of Employment (UoP). Role & Responsibilities:
- Is responsible for managing a team of Support Engineers for support, FCR analysis and knowledge sharing.
- Conduct Initial Analysis of Tickets.
- Assign tickets to Team Members.
- Provide Technical Assistance to Team.
- Report Progress Update to Service Delivery Manager.
- Providing access to all applications / tools / work area.
- ITIL awareness training.
- Tracking shift performance of agents / FCR/ Backlog/ Defaulters.
- Tracking daily performance.
- Documenting shift handover template and sharing with other leads / L2.
- Preparing action plan / RCA on SL slippages – FCR and backlog.
- Identifying the training needs and planning sessions.
- Conducting Huddle sessions.
- D-sat Recovery.
- Handling escalated calls from L1 / L2 & clients.
- Using the trend analysis to identify the areas of improvement.
- Preparing Weekly / Monthly dashboard.
- Participating in Change Management calls/ New trainings.
- Approving KB documents.
- Coordination with PRG's when necessary.
- Responding to emails sent by customer (reports / queries etc..).
What we offer:
- Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others - MyBenefit cafeteria.
- Premium insurance for medical services for employee and family members- Luxmed.
- Life & Disability Insurance for employees and family members- Generali.
- Profitable Voluntary Pension Fund.
- Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
- Integration and cultural events for employees.
- Reward and recognition program for high performers.
- Employee Referral bonuses.
- Relocation assistance - Accommodation, travel and other expenses covered.
- Friendly and chill atmosphere and company culture.
Data dodania ogłoszenia: 18.03.2024
Aktualizacja: 16.04.2024
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