Technical Shift Lead with Dutch
Miejsce pracy: Kraków
Nr ref.: JO-1407-290367_r_ks3529
Responsibilities :
- Supporting help desk team in various aspects
- Act as technical liaison between help desk and IM support groups
- Ensure continuous improvement of services provided by the help desk
- Develop and maintain Training Plan
- Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts, Notification Escalation list, help desk weekly schedule, support documentation, etc.
- Backup help desk Manager when help desk Manager is out
- Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
- Route problems to internal IM support staff
- Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
Requirements:
- 3 - 4 years experience in Help Desk, Information Management, or Customer Service delivery field
- Relavant : 1-2 years of supervisory experience in managing technical help desk or technical call centre
- Phone support experience necessary
- Technical helpdesk or technical call center experience is necessary
- Hands-on work experience with the following
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- VPN and remote dial-in users
3. COMPANY OFFERS
- Group life insurance
- Private health insurance
- Multisport Card
- Lunch vouchers for employees
- Transportation allowance
- Social Welfare Fund
- Subsidy to Language Courses
- Subsidy to Holidays
- Occasional material assistance (child birth, marriage)