Technical Shift Lead with Czech
Miejsce pracy: Kraków
Nr ref.: JO-1410-295360_KS3529
Key Responsibilities:
- Drive daily operations to achieve the agreed SLA and to provide best quality of service
- Monitor the metrics in the team and guide the team towards attaining the metrics
- Team building
- Conduct monthly training in the upcoming technology or the new process defined by client
- Creation of new processes
- Daily audit in team case tracker
- Documentation of processes
- Conduct assessments of the team to understand the level of knowledge and provide training where required
- Queue Management
- Client Escalation
- Preparing documents on escalations
- Ownership of CIM process from SD
- Daily analysis of incoming volumes to optimize team and coverage
- Ownership of team schedules and rosters
- Ownership of runbooks
Requirements
- Relevant experience in service delivery management
- Relevant training in people management
- Technical helpdesk or technical call center experience is necessary
- Disciplined, systematic problem solving skills required
- Excellent communication and conversation skills (verbal and written)
- Good documentation skills
Technical skillset required:
- Microsoft environment knowledge
- In-depth for desktop (Clients: Windows7, Windows Vista, Windows XP, Windows 2000)
- Conceptual knowledge on servers (Servers: Windows 2000, Windows 2003, Windows 2008)
- Good working knowledge of Active Directory
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007)
- Anti-virus and firewall support
- VPN and remote dial-in users
- In-depth knowledge of peripheral devices
- Understanding of PDA and blackberry support
- In-depth knowledge of Lotus application support
- PC hardware knowledge
- ITSM ticketing tools
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)