Oferta pracy

Pursuant to the Article 13 of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), hereinafter referred to as the “GDPR”, we inform You that Wipro IT Services Poland Sp. z o.o. with registered office in Warsaw, hereinafter referred to as the "controller" or “Wipro”, will process your personal data and will be the controller of your personal data.

You can contact Wipro by sending letter to the following address: Wipro IT Services Poland Sp. z o.o. Aleje Jerozolimskie 123a, 02-017 Warszawa, or by sending email: [email protected]

Wipro will process your personal data in order to conduct the recruitment process based on Article 6 Section 1 letter a) of the GDPR and Article 9 Section 2 letter a) of the GDPR, i.e. based on your consent, and in the case of your extended consent, also for the purposes of future recruitment – in the scope of the data included in your CV and motivation letter, and Article 6 Section 1 letter f) of the GDPR, i.e. based on Wipro legitimate interest – in the scope of the data gathered during recruitment process. Wipro does have the justified interest in verification of your qualifications and information’s provided in documentation.

You have the right to withdraw your consent at any time without affecting the lawfulness of the processing, which was made on the basis of consent before its withdrawal.

Your data will be shared with other entities from Wipro group, entities which cooperates with Wipro in the scope of the recruitment, IT services, and in cases indicated in the provisions of law, for reference to the authorities in connection with their proceedings. Wipro might transfer your personal data to entities from Wipro group located outside of EEA, however each time your data will be properly protected and secured, and basis of such transfer will be the agreement on processing the data based on the standard clauses approved by European Commission. You have the right to receive a copy of such personal data from Wipro.

Your personal data will be stored for a period not longer than the duration of the current recruitment procedure, however not longer than within 6 months upon the end of the current recruitment process, and in the case of your consent to the processing of data for the purposes of future recruitment - for a period not longer than 5 years.

You can submit to Wipro an application regarding personal data about: (i) rectification / correction of personal data; (ii) deletion of data; (iii) limiting the processing of personal data, i.e. suspending operations on personal data or not deleting data - according to the submitted application; (iv) access to personal data; (v) transfer of data to another personal data controller.

You can object at any time to the processing of personal data based on art. 6 Sec. 1 letter f) of the GDPR. Wipro will then no longer process such personal data unless it demonstrates the existence of valid legally established grounds for processing that override the interests, rights and freedoms of the data subject, or the grounds for determining, investigating or defending claims.

Pełną informację odnośnie przetwarzania Twoich danych osobowych znajdziesz 
WIPRO IT SERVICES POLAND Sp. z o.o.

Service Desk Team Leader with German or English

WIPRO IT SERVICES POLAND Sp. z o.o. O firmie

Rekrutacja zdalna

Rekrutacja zdalna

To wyróżnienie ofert oznacza, że cały proces rekrutacyjny jest prowadzony zdalnie. Dowiedz się więcej
Rekrutacja zdalna
  • Gdańsk, pomorskie

  • Ważna jeszcze 23 dni
    do: 13 lis 2020
  • Specjalista (Mid / Regular)

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future

Service Desk Team Leader with Dutch or German
Location: Gdańsk

The Service Desk Team leader is responsible for operations at the Gdansk delivery center, to ensure all deliverables are achieved, measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services.

 

Role & Responsibilities:

  • Manages all activities in the Gdansk delivery center.
  • People management – Hiring, Leave Management, Rostering/Scheduling, Performance Management.
  • Coordinates CSAT/Knowledge Manager and Escalation/Incident Manager and makes sure they are aligned.
  • Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management)
  • Ensures process changes are implemented
  • Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
  • Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
  • Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
  • Reviews escalations and implements corrective and preventive actions on DC level
  • Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
  • Supervises performance of the team and is responsible for their qualification
  • Attends the monthly quality meeting, Resolver Group Team Leads meeting, and the SD Monthly Call

Requirements:

  • In-depth knowledge of Service Desk SLAs/KPIs.
  • Minimum 5 years’ experience in a Service Desk / IT Support in a global organization.
  • Prior experience as a Service Desk Manager or Team Leader or other management roles with IT Service Desk environment.
  • Fluent in English, knowledge of German or Dutch will an asset.
  • Client centricity and communication skills.
  • Execution excellence, Hands-On Approach.
  • Problem Solver & Good at Decision Making.
  • Collaborative Working.
  • People Manager.
 

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future

Service Desk Team Leader with Dutch or German
Location: Gdańsk

The Service Desk Team leader is responsible for operations at the Gdansk delivery center, to ensure all deliverables are achieved, measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services.

 

Role & Responsibilities:

  • Manages all activities in the Gdansk delivery center.
  • People management – Hiring, Leave Management, Rostering/Scheduling, Performance Management.
  • Coordinates CSAT/Knowledge Manager and Escalation/Incident Manager and makes sure they are aligned.
  • Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management)
  • Ensures process changes are implemented
  • Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
  • Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
  • Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
  • Reviews escalations and implements corrective and preventive actions on DC level
  • Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
  • Supervises performance of the team and is responsible for their qualification
  • Attends the monthly quality meeting, Resolver Group Team Leads meeting, and the SD Monthly Call

Requirements:

  • In-depth knowledge of Service Desk SLAs/KPIs.
  • Minimum 5 years’ experience in a Service Desk / IT Support in a global organization.
  • Prior experience as a Service Desk Manager or Team Leader or other management roles with IT Service Desk environment.
  • Fluent in English, knowledge of German or Dutch will an asset.
  • Client centricity and communication skills.
  • Execution excellence, Hands-On Approach.
  • Problem Solver & Good at Decision Making.
  • Collaborative Working.
  • People Manager.
 

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