Oferta pracy w firmie
, Kraków
Team Lead L2 Deutsch or Francais
Witam!
Nazywam sie Mariola Kuleszo.
Reprezentuje firme Blackapple Solutions.
Ponizej przedstawiam opis roli Tema Lead L2/Jezyk Francuski lub Niemiecki dla naszego klienta w Krakowie.
Krakow, Permanent
Salary
5000 - 8000 PLN brutto German Language
6000 - 10000 PLN brutto French Language
PURPOSE OF THE JOB:
• Provide technical expertise to the help desk team
• Act as technical liaison between help desk and IM support groups
• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Provide Problem Management System support activities
PRINCIPAL ACCOUNTABILITIES
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and software into support bythe help desk
• Includes preparation of help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
• Evaluate technical skills
• Develop and maintain Training Plan
• Liaison between help desk and other groups on technical support issues:
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organise, create an easy electronic access to all help desk documentation, including manuals, scripts, processes, process flow charts,
• Notification Escalation list, help desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the help desk including:
• Work distribution
• Monitoring phone queue and email box
• Vendor management and follow-up
• User follow-up
• Closing tickets
• Maintaining front end message
• Work closely with help desk manager to implement technical action items related to the help desk
• Assist help desk manager in analysing help desk group and individual statistics:
• Ensure implementation of BOP (Best Operating Practices) in the help desk
• Establish communication link with other zones relative to technical and support environment
• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• Manage small help desk related projects.
• Backup help desk Manager when help desk Manager is out.
• Documentation of help desk processes
• Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
• Administer and provide User Access and Exit controls
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's
• Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
KNOWLEDGE, SKILLS & EXPERIENCE
• 3- 4 years of University education post High school
• 1-2 yrs diploma in Information Technology
• ITIL, HDI CSS, MCSE/MCSA certified
• 1- 4 years experience in Help Desk, Information Management, or Customer Service delivery field
• 1-2 years of supervisory experience in managing technical help desk or technical call centre
• Fluent in German\French\Italian\Dutch and English language
• Disciplined, systematic problem solving skills required
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows XP, Windows 2000, Windows 98
• Servers: Windows 2000, Windows 2003
• Remote desktop connectivity applications,
• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,
• Internet browsers (e.g. Explorer, Netscape, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications
• Phone support experience necessary
DIMENSIONS
• Ability to learn new information quickly
• Ability to integrate as a cross-functional, team player Personal dedication to providing high quality, superior service
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via phone during the week
COMPETENCIES
• Technical Expertise
• Customer Focus
• Teamwork
• Interpersonal Effectiveness
• Leadership
KEY BUSINESS CHALLENGES
• Keeping up-to-date on new technologies and new customer technologies
• Working with other support groups and other zones to provide consistent service in our global environment Seek solutions to chronic problems
• Meet or exceed current client and team SLA
Jesli Pana/i doswiadczenie i umiejetnosci lacza powyzsze wymagania do roli, prosze o wyslanie swojego CV na adres mariola@blackapple-solutions.co.uk
Nazywam sie Mariola Kuleszo.
Reprezentuje firme Blackapple Solutions.
Ponizej przedstawiam opis roli Tema Lead L2/Jezyk Francuski lub Niemiecki dla naszego klienta w Krakowie.
Krakow, Permanent
Salary
5000 - 8000 PLN brutto German Language
6000 - 10000 PLN brutto French Language
PURPOSE OF THE JOB:
• Provide technical expertise to the help desk team
• Act as technical liaison between help desk and IM support groups
• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Provide Problem Management System support activities
PRINCIPAL ACCOUNTABILITIES
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and software into support bythe help desk
• Includes preparation of help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
• Evaluate technical skills
• Develop and maintain Training Plan
• Liaison between help desk and other groups on technical support issues:
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organise, create an easy electronic access to all help desk documentation, including manuals, scripts, processes, process flow charts,
• Notification Escalation list, help desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the help desk including:
• Work distribution
• Monitoring phone queue and email box
• Vendor management and follow-up
• User follow-up
• Closing tickets
• Maintaining front end message
• Work closely with help desk manager to implement technical action items related to the help desk
• Assist help desk manager in analysing help desk group and individual statistics:
• Ensure implementation of BOP (Best Operating Practices) in the help desk
• Establish communication link with other zones relative to technical and support environment
• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• Manage small help desk related projects.
• Backup help desk Manager when help desk Manager is out.
• Documentation of help desk processes
• Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
• Administer and provide User Access and Exit controls
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's
• Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
KNOWLEDGE, SKILLS & EXPERIENCE
• 3- 4 years of University education post High school
• 1-2 yrs diploma in Information Technology
• ITIL, HDI CSS, MCSE/MCSA certified
• 1- 4 years experience in Help Desk, Information Management, or Customer Service delivery field
• 1-2 years of supervisory experience in managing technical help desk or technical call centre
• Fluent in German\French\Italian\Dutch and English language
• Disciplined, systematic problem solving skills required
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows XP, Windows 2000, Windows 98
• Servers: Windows 2000, Windows 2003
• Remote desktop connectivity applications,
• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,
• Internet browsers (e.g. Explorer, Netscape, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications
• Phone support experience necessary
DIMENSIONS
• Ability to learn new information quickly
• Ability to integrate as a cross-functional, team player Personal dedication to providing high quality, superior service
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via phone during the week
COMPETENCIES
• Technical Expertise
• Customer Focus
• Teamwork
• Interpersonal Effectiveness
• Leadership
KEY BUSINESS CHALLENGES
• Keeping up-to-date on new technologies and new customer technologies
• Working with other support groups and other zones to provide consistent service in our global environment Seek solutions to chronic problems
• Meet or exceed current client and team SLA
Jesli Pana/i doswiadczenie i umiejetnosci lacza powyzsze wymagania do roli, prosze o wyslanie swojego CV na adres mariola@blackapple-solutions.co.uk
Aplikuj na to stanowisko - BEZ REJESTRACJI
Czy to ogłoszenie jest prawidłowe? Zgłoś do moderacji
Zainteresowalo Cie to ogloszenie?Poleć znajomemu
Udostepnij
