Conducting a start-up project for a newly established Shared Service Center in Krakow, we are looking for:
Senior IT Analyst/ Service Desk Team Leader
Kraków
Nr ref.: 5870
Requirements:
Supervises the day-to-day activities of the Service Desk staff and recommends and reviews processing and procedural enhancements.
Metrics:
- Budget to actual cost (Cost per resource / tickets)
- Service delivery governance effectiveness (Security and Compliance)
- GBS performance against SLAs (first call resolution, Daily ticket count)
- Problem/incident resolution metrics (Accuracy of Tickets – kickbacks)
- Business customer satisfaction (Voice of the Associate)
- Effectiveness & efficiency metrics against world class benchmarks
- Audit results and compliance effectiveness
- Cost savings and effectiveness gains from improvement initiatives
Responsibilities:
- Monitors day-to-day service desk activity and recommends modifications as required. Leads and supports the activities of Service Desk staff including shifting planning, work load balancing and ongoing supervision. Provides input for performance assessments
- Maintains and applies an in-depth knowledge of systems, applications and related support systems in order to diagnose and resolve end user problems
- Following established guidelines and expectations, responds to calls, questions and/or problems related to systems or hardware in a timely and efficient manner. Logs questions and problems and records actions taken in the Ticketing System (HP Service Manager)
- Acts as a senior support resource for service desk staff in resolving client issues. Works closely with all IT tiered support personnel and related technical areas to resolve client problems
- Assists with hiring section personnel. Provides input for performance assessments and service level agreement meetings
- Establish service levels and manage the automated call distribution (ACD) system to ensure that appropriate service levels are met. Actively works to ensure staff adhere to all service desk processes and procedures
- Reviews on-line problem/resolution log to ensure accuracy, reliability and proper usage
- Analyzes trends in service desk activity
- Ensure and provide appropriate training for support staff to effectively perform their job
We offer:
- Great opportunity to develop your career within a brand new organization which is growing at a very fast pace
- Working in an international and multicultural environment
- Self-development by participation in interesting and challenging projects
- Attractive salary, bonuses and benefits package
- Pleasant working atmosphere