Service Desk Team Leader

Ideal candidate:

• Technical Knowledge – L2 Service Desk as a minimum
• Strong English writing and speaking skills
• Excellent communication skills
• Can-do-attitude
• Shows ownership and initiative
• Self-driven
• Has Analytical Skills
• Good organizational skills
• Positive and optimistic approach
• Collaborative team spirit
• Will be considered as advantages:
• Intermediate MS Excel & Visio knowledge
• ITIL Foundation Certification

Responsibilities:

• First point of escalation

• Offers assistance to the team members whenever requested

• Makes sure the daily, weekly, monthly and quarterly reports are being delivered on time

• Documents the Customer Satisfaction feedback and provides the relevant answers and corrective actions

• Documents the Quantitative and Qualitative aspects of the Service Desk

• Initiates one to one discussions with the Service Desk Analysts, making sure the team members understand their key roles within the team

• Manages the team’s ROTA

• Ensuring the Analysts are trained for the activity but also identifying gaps and improvement possibilities

• Builds knowledge articles and processes

• Offers constructive feedback to the team

Benefits:

• Competitive salary package made of base salary, performance bonuses and meal tickets;
• Consistent benefits package: transportation allowance, medical subscription from a list of providers, gym subscription and discounts including preferential rates to 7Card, Bookster corporate library subscription, free hot beverages, snacks, sodas;
• High quality external and internal technical trainings;
• Reimbursement of certificates and tuition fees for qualifications that are part of your individual training and development plans;
• Team events: up to 3 team building activities per year, Christmas party for both employees and kids, Employee Summer Festival, 1st of June kids party;
• More benefits depending on the length of service;
• Lateral and management career opportunities.

*Thank you for choosing to contact us. By sending your resume, you agree to our processing of your Data for recruitment purposes (where Data refers to your personal information such as your name, phone number, email address and your resume). We assure you that your Data will be used for recruitment purposes only, for a retention time of 5 years or until you decide to withdraw your consent, at any time, by sending an e-mail to cariera@scc.com. Also, you may contact us on the same e-mail address to exercise any of the rights granted by GDPR (Regulation 2016/679). Further details about our Data Protection Policy can be found here: http://sccintranet/uk/gdpr-information/.

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