Service Desk Team Leader

Mission

– Leading incidents and requests to resolution
– Being a focal point for the team for communication: Assisting team members in verbal and written communications
– Ticket dispatch among team members including to himself
– Developing Service Desk-wide process and workflows in collaboration with other team leaders and SD Manager
– Daily follow ups of all ticket status — do not let a ticket live forever
– Have a perfect overview of what is going on in his service and be aware of all open issues — escalate in case issues are not solvable within the team
– Timely client notifications management
– Leading team planning: Absence, presence, on-call, vacation and WFH management according to load dynamics
– Team member training on various
internal tools and systems (MSP, PB)
– Soft skill training: What to say and what not to say, and how to say things to clients
– Providing communication to clients in preparation for planned work and unplanned outages

PROFIL

min bachelor in IT with 5 years of support experience
• Active Directory and Exchange management experience
• Windows Servers’ experience
• Excellent communication skills in written and spoken
• Fluent in French and English
• Ability to work independently, be highly organized and meet deadlines
• Technical proficiency, with hands-on skills using ticketing systems

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