Full-Time Team leader (Service Desk/7×24 group)
Job Description
Listing Info
Taking part in the recruitment and training of new colleagues
Targets goals for employees and motivates them to achieve these
Workflow design
Participates in troubleshooting
Prepares ad hoc statements and gives data about the operation of the Service Desk team
Ensures, measures, checks and reports the group’s high quality work
Makes shiftposts, monthly reports, plans and approves holiday leaves
Keeps contact continuously with external customers (users) and internal colleagues (management, other departments and teams)
Keeps SLA’s and explains accidental SLA-injuries
Makes presentations, organizes and holds meetings, team-conferences
Skills
Attends management meetings, teleconferences and other events Education, skills:
University/College degree, (IT degree is an advantage)
Language Knowledge
Fluent German AND English
Absolutely Necessary Work Experience, Type Of Experience
Work experience in Service Desk field
Experience with any kind of specific tasks (e.g.: making documentations, shift-responsible / Schichtverantwortlicher, Best Guide editing)
Management experience is an advantage
IT Skills
Windows, Windows NT client, Word, Excel, PowerPoint experience
ARS Ticketing Tool knowledge
Best Guide knowledge
ACD telephony knowledge
Network knowledge
Personal Qualities, Requirements, Recommended Skills
Wide range of view, systems thinking
Leadership skills
Service-oriented approach
Great communication skills, social integration
Excellent problem recognition and solving skills
High tolerance for stress
Good time-management and self-organization skills
How to Apply
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