Grafton Recruitment jest częścią Grafton Employment Group, która działa w ramach stale rosnącej sieci biur na całym świecie. Jesteśmy jedną z wiodących firm rekrutacyjnych na terenie Europy, prężnie rozwijamy się na pozostałych kontynentach. Wśród naszych Klientów są najbardziej znane międzynarodowe oraz polskie firmy. Budujemy długotrwałe relacje z naszymi kandydatami i staramy się opierać współpracę na partnerskich kontaktach. Kandydaci mają możliwość współpracy z wyspecjalizowanym zespołem konsultantów pracujących dla wszystkich branż.
IT Helpdesk Manager - outsourced IT services
Miejsce pracy: Location: Krakow
Nr Ref.: 6-26-20215/PC
Opis stanowiska:
For our client, who is delivering the business solutions and technical support for worldwide known companies, currently we are looking for: Service Delivery Manager.
PURPOSE OF THE JOB:
- Able to lead teams effectively through coaching and delivering by example, demonstrate evidence of influencing positive change within a Helpdesk environment
- Owning client queries/ escalations/ demands reported during interaction with Service Desk team.
- Team management, Issue/Conflict handling within Service Desk environment.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage incidents and work requests and their respective resolutions.
RESPONSIBILITIES:
- Maintain the effective Service Delivery with accurate Service Level Management.
- Timely preparation of reports based on the shifts and analysis based on them.
- Technical and Soft Skills Data Analysis/Volume Analysis for team. Evaluation report must be shared with team & management
- Handling client escalations, own/resolve them with satisfactory results.
- Find the root cause of any client escalation. Provide well-prepared RCA with in define timelines
- Perform regular team meeting on weekly basis and one-to-one session on monthly basis.
- Attend regular SLA reviews with client and note down the areas of improvement.
- Preparing Shift Rosters and maintaining Leave/Attendance records.
PURPOSE OF THE JOB:
- Able to lead teams effectively through coaching and delivering by example, demonstrate evidence of influencing positive change within a Helpdesk environment
- Owning client queries/ escalations/ demands reported during interaction with Service Desk team.
- Team management, Issue/Conflict handling within Service Desk environment.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage incidents and work requests and their respective resolutions.
RESPONSIBILITIES:
- Maintain the effective Service Delivery with accurate Service Level Management.
- Timely preparation of reports based on the shifts and analysis based on them.
- Technical and Soft Skills Data Analysis/Volume Analysis for team. Evaluation report must be shared with team & management
- Handling client escalations, own/resolve them with satisfactory results.
- Find the root cause of any client escalation. Provide well-prepared RCA with in define timelines
- Perform regular team meeting on weekly basis and one-to-one session on monthly basis.
- Attend regular SLA reviews with client and note down the areas of improvement.
- Preparing Shift Rosters and maintaining Leave/Attendance records.
Wymagania:
- Experience in managing Technical Helpdesk or IT Service Desk in SSC or outsourcing center with problem solving involving hardware, software, and networks.
- ITIL knowledge of V2 or V3. Especially on Service Desk, Service Request, Incident, Problem, and Change Management
-Proven leadership skills, ability to build trust-relationships and to work with business side, other technology groups and teams overseas
- Fluent English is a must, other European language would be an asset
- ITIL knowledge of V2 or V3. Especially on Service Desk, Service Request, Incident, Problem, and Change Management
-Proven leadership skills, ability to build trust-relationships and to work with business side, other technology groups and teams overseas
- Fluent English is a must, other European language would be an asset
Informacje dodatkowe:
Benefits:
- Very good conditions of employment
- Challenging and responsible role
- Possibilities of development
- Medical package
- Extra benefits
If you want to apply for this job, please, send us your curriculum vitae both in Polish and English with the ref. number in subject of your application.
If you've had an interview in Grafton already, please, contact your consultant directly (ideally by email).
For more related job opportunities visit www.grafton.pl/
- Very good conditions of employment
- Challenging and responsible role
- Possibilities of development
- Medical package
- Extra benefits
If you want to apply for this job, please, send us your curriculum vitae both in Polish and English with the ref. number in subject of your application.
If you've had an interview in Grafton already, please, contact your consultant directly (ideally by email).
For more related job opportunities visit www.grafton.pl/
