SSC - Service Desk Team Lead - Proficient Hungarian skills (B2)

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Employer: Vodafone Intelligent Solutions (_VOIS)
Domain:
  • IT Software
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 19.12.2014
    Remote work: On-site
    Short company description

    _VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

    Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

    _VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

    Requirements

    Hungarian (C1 or above)
    English (B2 or above)
    5-8 years of experience preferably in ITIL, Service Desk or related discipline.
    Previous people management experience is desired
    Education: Minimum Graduate, MCA, ITIL Foundation
    Strong communication skill
    Excellent customer relations
    Able to work effectively under pressure;
    Analytical, consistent, persistent;
    Problem solving approach.
    Has supported an enterprise environment that included:
    - Network drives - SSP
    - Printing
    - Intranet/Sharepoint/Teamroom
    - Outlook/Exchange/OWA
    - Lync Telephony
    - User Access Management
    - Win8
    - Virtual Private Network
    - BlackBerry
    - Pushmail/Airwatch
    - Citrix
    - Business Apps
    - Remedy
    - MyIT
    - SAP
    Has used an IT Service Management tool (BMC Remedy or similar)
    Familiar with ITIL best practices and processes.

    Due to current immigration restrictions, we are welcoming applications from the persons who have the legal right to work in Romania (these means the citizens of EU countries).

    Responsibilities

    Ensuring Service Level Targets / Service Level Objectives within the SLA is met;
    Measuring and Service Level Reporting for IT Services;
    Building strong relationships with Internal and external IT service groups, and other ITIL processes, in particular Contract management, Supplier Management, Change Management, Incident Management and of course IT Service Management;
    Identification of stakeholders, customers, key users;
    Continuous improvement of current ways of working;
    Lead a team of up-to 20 IT Service Desk agents;
    Ensure the learning & development of own team;
    Ensure performance management of own team;
    Setup effective roasters;
    Create an open team-work environment that enables continuous improvement;
    Ensure all targets and service level agreements are fulfilled;
    Track daily performance of the team through operational dashboards;
    Collect and aggregate data for internal and external reporting;
    Run governance meetings;
    Provide input for budget forecast.

    Other info

    Role purpose:
    Effective team setup in order to deliver at the agreed quality level, at the agreed cost, in the agreed timeframes.

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