IT Support Specialist Lead

2 tygodni temu


Kraków, Lesser Poland Thrive IT Systems Pełny etat

Thrive IT Systems is a leading provider of IT services and consulting solutions. We are seeking an experienced Service Desk Senior Agent to manage our IT Infrastructure Service Desk operations.

The ideal candidate will have extensive experience in managing and meeting SLA and KPI targets, providing support through voice calls, and being multilingual in English plus one or more of the specified languages.

Key Responsibilities:
  1. Manage Service Desk Operations: Oversee the daily operations of the IT Infrastructure Service Desk ensuring efficient and effective support.
  2. SLA and KPI Management: Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs) to ensure high quality service delivery.
  3. Voice Support: Provide technical support through voice calls addressing and resolving IT infrastructure issues.
  4. Multilingual Support: Offer support in English and at least one of the following languages: Brazilian Portuguese, French, Canadian French, Spanish, German, Polish, Vietnamese, or Mandarin.
  5. Incident Management: Handle and resolve incidents ensuring timely and accurate documentation and follow-up.
  6. Problem Solving: Diagnose and troubleshoot technical issues providing effective solutions to end users.
  7. Collaboration: Work closely with other IT teams and stakeholders to ensure seamless service delivery.
  8. Training and Mentoring: Provide training and mentoring to junior service desk agents fostering a collaborative and knowledgeable team environment.
  9. Documentation: Maintain comprehensive documentation of processes, procedures, and incident resolutions.


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