Service Desk Leader with German language

2 tygodni temu


Gdansk, Polska Wipro IT Services Pełny etat

responsibilities :
Is responsible for managing a team of Support Engineers for support, FCR analysis and knowledge sharing
Conduct Initial Analysis of Tickets
Assign tickets to Team Members
Provide Technical Assistance to Team
Report Progress Update to Service Delivery Manager
Providing access to all applications / tools / work area
ITIL awareness training
Tracking shift performance of agents / FCR/ Backlog/Defaulters
Tracking daily performance
Documenting shift handover template and sharing with other leads / L2
Preparing action plan / RCA on SL slippages – FCR and backlog
Identifying the training needs and planning sessions
Conducting Huddle sessions
D-sat Recovery
Handling escalated calls from L1 / L2 & clients
Using the trend analysis to identify the areas of improvement
Preparing Weekly / Monthly dashboard
Participating in Change Management calls/ New trainings
Approving KB documents
Coordination with PRG's when necessary
Responding to emails sent by customer (reports / queries etc..)

requirements-expected :
Minimum 3 to 5 years ‘experience in Service Desk/IT Support in a global organization
At least 6 to 12 months of Prior experience as an Operations SME/Shift lead or other management roles with IT Service Desk environment. Familiar with CMS and call management queue
ITIL awareness training
Dual Language German and English speaking
Client centricity and communication skills (German)
Execution Solver Good at Decision Making
Collaborative Working
People Manager

offered :
Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others – MyBenefit cafeteria
Premium insurance for medical services for employee and family members- Luxmed
Life & Disability Insurance for employees and family members- Generali
Profitable Voluntary Pension Fund
Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
Integration and cultural events for employees
Reword and recognition program for high performers
Employee Referral bonuses
Relocation assistance - Accommodation, travel and other expenses covered
Friendly and chill atmosphere and company culture

benefits :
private medical care
life insurance
fruits
retirement pension plan
coffee / tea
extra social benefits
sharing the costs of private schools for kids
holiday funds
sharing the costs of holidays for kids
employee referral program
Multisport Card


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