SERVICE DESK TEAM LEADER

Expira em: 6 dias

SpotOn Connections

SpotOn Connections Recruitment Solutions was created to focus on the Finance, Legal, Technical, and Multilingual sectors in Europe, delivering a premium recruitment service to all our clients and candidates alike. Due to popular demand for our consultancy, we have now branched into other industries. Our consultants come from a recruitment background, specialising in specific industries and services, thus allowing us a better understanding of our clients' needs. We provide a no risk service to our clients and an individually tailored service to suit our candidates.



Nº de Vagas: 11-20 vagas

Tipo: Full-time

Salário(por ano): Negotiable

Setor: Outros Serviços

Função: Administrativo

Região: República Checa




Team Description & Purpose of Role
Team Leader will be part of an extended business day shift that ensures we provide 24x7 global support and response times for our ICT based services and applications as well as similar tasks related to company’s product portfolio.

 
Responsibilities

  • Lead a team of up to 10 engineers, act as support for complex and escalated cases
  • Escalation point of contact for the company customer base in case of incidents, requests or other information that is required by a customer
  • Track team performance, prepare quality checks, create work reports, provide feedback to team members
  • Provide training to new starters and when needed
  • Support the team in the day to day work as needed. Able to receive, log & handle incoming calls, emails, portal requests and instant chat requests within SLA/KPI targets
  • Able to provide a First Time Fix (FTF) of between 80-85% in cases handled
  • Manage customer communication professionally, efficiently and with excellent communication skills and set realistic and achievable resolution timeframes. Strong customer advocacy
  • Support and collaborate with 2nd and 3rd level technical teams
  • Understand, support and manage to company’s key SLA’s
  • Track resolution of any hardware replacements to ensure SLA’s met
  • Log, follow up and escalate faults with external suppliers
  • Extended business day hours are from 7am until 10pm, a normal working day will be within that time frame.

Requriements

  • 1 to 2 years experience as Team Leader
  • 1 to 3 years experience within customer operations in Telco or large service provider
  • Cisco CCNA, Network +
  • Customer service, Service desk or call centre support experience
  • Customer focused, analytical thinker who can quickly assess and identify customer needs
  • Excellent knowledge of the Internet, Internet technologies that include: PCs, TCP/IP, E-mail, Dial-up and DSL, Dedicated Access, hosting and security products
  • Good level of proficiency of spoken and written English
  • Able to resolve problems quickly, accurately and through to resolution / closure
  • Positive, proactive, and personable
  • Excellent communication skills

Person Specification

  • High level of customer focus.
  • Proven achiever with a desire to progress.
  • Team player but must be able to work on own initiative.
  • Open mind to different approaches to service development and deployment.
  • Able to work under pressure and to deadline.
  • Highly solutions oriented and able to manage and motivate teams in a matrix environment, internally and externally.
  • Able to influence both senior management and engineers.
  • Able to resolve problems/incidents quickly, accurately and through to resolution / closure.
  • Positive and approachable.
  • Able to demonstrate a high level of trustworthiness.
  • Able to technically understand the issue and guide others towards a faster resolution.

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