SME / Shift Leader with German language

Ogłoszenie nieaktualne

SME / Shift Leader with German language

Rodzaj umowy
Umowa o pracę
Branża / kategoria
Charakter pracy


  • 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.
Behavioral Skills & Attributes:
  • 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.
Hight level responsibilities:
  • 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.
*We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, marital status, age, ethnic and national origin, sexual and political orientation and disability status, or any other characteristic protected by law.

Data dodania ogłoszenia: 18.03.2024

Aktualizacja: 16.04.2024

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