Service desk Team Leader (German & English)

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Employer: HELPLINE
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Timisoara
  • Updated at: 13.02.2017

    Job purpose and context
    The successful candidate will be the team leader of our Customer support team dedicated to one of our key accounts

    • Coordinate the team who will provide first line IT technical support via phone and e-mails,
    • Participates in weekly technical meetings,
    Prepare schedules tailored to requirements,
    • Analyzes team activity (statistics and performances) and makes recommendations for improvement,
    • Analyzes recurrent incidents and identifies problems, contributes to managing service levels,
    • Prepares and presents the reporting, and other deliverables,
    • Validates compliance with procedures and solution guides by the team,
    Validates the adequacy of delivered service rendered and end-users perception.

    Profile  and skills
    Spoken languages: fluent German and English
    • At least 3 years’ service desk and customer care experience with at least 1 year of management experience as a team leader or a team leader back-up in a customer department, in the supervision of Service Desk service,
    • Capacity to lead, motivate, support and train the technicians,
    • Capacity to analyze, anticipate and propose qualitative and quantitative improvements,
    • Well groomed, customer-orientation, team spirit,
    • Conscientiousness, rigor, control and organizational skills