Helpdesk – Coordinator Team Leader

Purpose of the role

• The ESD Team Leader will be responsible for the management  & support of the ESD. Supports the Service Desk Supervisor and the Field Engineering management team to ensure that the service desk achieves the level of resource planning required and targets are achieved inline with company objectives & forecasts.

Main Responsibilities / Key Accountabilities of the job:

• Being responsible for managing & monitoring planning and scheduling of engineer activities managed through the ESD
• Management & support Merchant helpdesk
• Maximising Engineer Utilisation & Capacity. The day to day management and support to the Helpdesk Coordinator Agents
• Responsible for the management, monitoring & measures of the SLA
• Management weekend rota shift pattern
• To carry out any other duties which may reasonably be expected/requested
• To be available for training as and when required

Skills and qualifications required by the candidate:

• Excellent customer skills required.
• Ability to motivate others in the team
• High customer focus with positive can-do attitude
• Ability to work to short deadlines and rapidly changing priorities
• Computer Skills – including Microsoft Office suite, particularly Microsoft Word and Excel; internet & e-mail; databases
• Good geographical knowledge of Poland
• Adhering to SLA's
• Bilingual - Polish & English Languages

Specific job requirements

• Requires Personal Employment Screening – minimum 3 months worth of consecutive references will be obtain