Service Desk Shift Lead with German

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Essential
- Good knowledge on Windows Domain.
- Basic Network Skills
- Good Communication skills
- 5 to 7 years of relevant experience

Desired
- With 3 years of experience in Service desk.
- At least 2 year of exp in Service Management.
- With previous experience in Customer service
- Diploma / BE graduates with Telecom/Computer science background
- A+ certification / MCP / CCNA
- Should have good customer handling skills.
- Be a team player
- Good communication skills

• In charge of the Operations floor during any shift on a 24*7 pattern. Escalation point for any incidents or problems on the Vodafone Infrastructure.
• Make sure that the operational process and procedures are followed in the floor by the engineers and initiate the corrective action to ensure that customer service is restored within MTTR.
• Work with the engineers in the shift to make sure that we achieve the key KPI’s for the team and ensure that necessary timely actions are adapted while proactive monitoring and service restoration of customer services
• Mentor a team of network focused, multi-disciplined, highly motivated shift engineers to support the resolution of customer complaints within the MTTR/SLA
• Manage the escalation process for both technical and management escalations ensuring that all escalations take place in required timescales to ensure optimum service levels.
• Perform trend analysis and preventative maintenance.
• Carry out real time resource allocation to meet workload requirements using support teams and managers as required