sharing the costs of sports activities
Pracodawca zakończył zbieranie zgłoszeń na tę ofertę
Service Desk Lead with English
HCL Poland
- Opolska 112, Prądnik Czerwony, KrakówKraków, Lesser Poland
- offer expired 3 months ago
- contract of employment
- full-time
- team manager
- hybrid work
- Immediate employment
- remote recruitment
HCL Poland
Opolska 112
Prądnik Czerwony
Kraków
Technologies we use
Expected
Active Directory
Operating system
Your responsibilities
Responsible for all the activities of Service Desk Team
Manage & share the workload during the shift
Drives the efficiency and effectiveness of the Incident Management process
Provide reports and management information
Allocate agents to tasks like queue monitoring/phone/mailbox etc as and when necessary
Deals with all the complaints & detects possible problems
Pass necessary updates to the shift
Barges & delivers feedbacks to agent calls
Tracks the progress of a all Service Calls in his shift during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary
Ensures that the Service desk Agent communicate (internally / externally) about escalated Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA
Ensure quality of Incident Records and Incident Database
Serves as an escalation point within the Incident Management process during his shift, able to engage next level of management support when Service Desk Agent informs him that thresholds are violated
Responsible for customer satisfaction, which involves discussing concerns with unhappy or angry customers and reviewing the result of customer satisfaction survey, A full report must be produced for all customer complaints and actions taken to avoid repetition of same complaints. If poor results are returned in a customer satisfaction survey, the shift leader must prepare a report detailing why the poor result occurred and implement actions to bring the satisfaction level back to the required levels of service
Develop and maintain Training Plan
Ensure shift handover
Our requirements
• Language skills: Fluent English (written and spoken)
• Must have basic to advanced technical skills
• Must be business-focused and have good understanding of the business units within AMD & ability to priorities work
• Excellent communication skills (active listening skills)
• Must be diplomatic and must have interpersonal skills
• Ability to understand the business objectives
• Must have team spirit
• Professional code of conduct
• Must have extensive knowledge of remote access processes for assisting First Level
• Must have a good understanding of the organization and their infrastructure
• Must be able to deal with stress
• Evolving management & leadership skills
• Must have basic technical knowledge of all technology used for the business processes
• Must have empathy with users
Tech Skills
• ITIL Foundation
• Experience in Service Desk focusing on aspects such us: Incident, Problem, and Change Management
• Technical helpdesk or technical call center experience is necessary
• Disciplined, systematic problem solving skills required
Strong background in:
• Windows Operating systems, both client and Server side, Apple MacOS is a plus
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• MS Active Directory, covering remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• Applications:
- MS Office Suite (XP, 2003, 2007): incl.: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- MS O365 package
- MS Teams
- Internet browsers (e.g. Explorer, Chrome, Firefox)
- Other common desktop applications like Adobe Acrobat, Winzip, etc.
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Mobile devices management and troubleshooting (iOS and Android)
• ITSM ticketing tools such as Remedy, ServiceNow etc.
What we offer
Life insurance
Private healthcare
MultiSport Card
Clear career path in a growing multinational organization
Benefits
private medical care
sharing the costs of foreign language classes
life insurance
remote work opportunities
flexible working time
integration events
retirement pension plan
extra social benefits
employee referral program
charity initiatives
Recruitment stages
1
Application
2
Shorlisting
3
Technical & HR Interview
4
Offer Rollout
At HCL, we don’t just accept the differences—we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.
Please, read our Candidate Data Privacy: https://www.hcltech.com/candidate-privacy-notice
HCL Poland
HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 30, 2022 totaled $12.1 billion. To learn how we can supercharge progress for you, visit hcltech.com.