Team Leader Service Desk - Iasi

A best of breed technology solutions provider specialising in IT infrastructure, SCC has an enviable track record for helping European based companies and government organisations assess, plan, source, integrate and manage their IT infrastructure to deliver technology optimisation and more for less.

- Knowledge of hardware environments (PC)
- Above average knowledge of Windows (Windows 7/Server 2008 and focus on Windows XP / Server 2003) and common problems solving skills
- Knowledge of MS Office above average and skills to solve common problems
- Above average knowledge of networking (LAN)
- Leader Skills
- Customer-oriented attitude, good ability to relate through telephone and written communication
- Experience in leading a team

As an Team Leader the responsibilities are:

- to ensure that all incidents are coordinated under the time limits set by the contracts
- to assist in all difficult situations presented by team members
- to act as the first escalation point
- to prepare the activity reports as required by management
- to asses the urgency of the issues based on the information received from the client and the SLA’s established by the contract
- to valuate the team’s activities, to give feed-back so that the team knows what needs to be improved and to organise periodical training sessions in order to clarify all the procedures that are still unclear after the initial training
- to escalate all the issues that cannot be solved by the team
- to escalate within the company in order to solve the issues that the team is facing and with the manager of our business partner contact
- to facilitate the communication between the team members and the superior (manager).
- to asses the urgency of the issues based on the information received from the client and the SLA’s established by contract
- to bring to the knowledge of the supervisor the problems the team is facing and looks/finds solutions (technical, organisational, procedural)

As an operational engineer the responsibilities are:

- to provide technical support remotely consistent with established service agreement (SLA )
- to analyze and resolve reported incidents within the competences set
- to maintain contact with the client and other parties involved in resolving incidents
- to act as technical support for field engineers
- to monitor and report incidents and issues raised; suggest medium and long term solutions
- to identify any particular customer requirement
- to decide impact activities ( emergency or incident )
- to update the records with the details of all actions taken and with new information obtained
- to provide solutions by phone , email or remote connection to incidents and requests (level 2 or lower according the SLA’s )
-to transfer level 2 alerts to the responsible groups for addresing them