Shift Leader (IT Service Desk)
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Employer: | Stefanini Romania |
Domain: |
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Job type: | full-time |
Job level: | 1 - 5 years of experience |
Location: |
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Updated at: | 15.07.2015 |
Remote work: | On-site |
Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.
- Experience as Team Coordinator in a Service Desk or an Infrastructure team or minimum 2 years in charge with maintaining mission-critical systems / business flows.
- Working hours: 12 hours per shift, only night and weekend shifts.
- English proficiency.
- Soft skills: highly proactive, planning and organizing, problem solving, team orientation, attention to detail, crisis management.
- Technical skills: knowledge of email systems, Windows applications (Microsoft Office, Windows operating system); Internet Explorer; ITIL certification; knowledge with monitoring systems, knowledge of an ticketing tool, knowledge of basic infrastructure components.
- Helping and encouraging the team to meet call handling standards and to work towards targeted improvements in both quantitative and qualitative terms.
- Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure; intervening in stressful situations.
- Being the guardian of respecting the operational procedures, and therefore triggering the timely escalation of issues with impact.
- Ensuring planning, schedules, breaks, code of conduct are respected by team members; reacting immediately and taking corrective actions where necessary.
- Contribute to evaluating and developing shift team members through remote and side by side activity monitoring; contribute to evaluating their competences by giving feedback to their supervisor and by giving constructive direct feedback.
- Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions.
- Participating in special projects allocated by the Delivery Manager and completing them within agreed timeline.
- Giving advice on customer service, internal quality and training needs.
- Identifying and implementing process improvement initiatives in conjunction with Delivery Manager and the team.
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