SERVICE DESK TEAM LEAD – POZNAN, POLAND Fluent English Required You MUST currently have official and current documentation to live & work in Poland. No sponsorship or assistance in gaining a work permit is being offered. No relocation assistance is provided. REQUIRED: EU Passport or Karta Polaka + Polish VISA or Karta Pobytu + Letter of decision for access to labour market PLEASE SUBMIT COPIES OF ABOVE WITH CV PAY: 6500 PLN/month gross salary PLEASE SUBMIT CV in ENGLISH   POSITION SUMMARY As the Service Desk Team Lead, reporting to the Operations Manager, your primary responsibility is to act as the facilitator of the team by ensuring excellent customer service, and develop team effectiveness through leading, coaching, motivation and mentoring. Other responsibilities include problem solving, quality coaching or other corrective actions within the team and prepare weekly reports and conduct employee feedback sessions. The Team Lead is accountable for team metrics on a weekly/monthly basis. KEY RESPONSIBILITIES • Responsible to support staff through providing supervision, leading and mentoring, conflict management, coaching, training, and performance development •  Provide assistance to analysts for any call escalations and during peak periods and outages which includes taking calls •  Create, modify, updates  and adjust staff  weekly schedules and attendance records •  Provide Real Time monitoring of the ACD system to ensure that adequate staffing is available at all times •  Support and oversees any outage and/or critical situations •  Review and approve staff weekly timesheets •  Manage the daily survey process and provides feedback to analysts •  Ensure that all new or modified processes and policies are reviewed and implemented by staff •  Responsible for quality monitoring and periodic monitoring of the help desk bins globally and per analyst to ensure that tickets are being handled within the SLAs •  Provide analysts with weekly personal metrics report through one-one meetings •  Attend client meetings as needed/requested by management •  Adhere and ensure team adherence to corporate performance and industry standards. •  Back up the Operations Manager if required.   Job Requirements: REQUIRED SKILLS / EXPERIENCE / EDUCATION MUST be fluent/bilingual in English •          Excellent written and oral English communication skills •          Bilingual / Trilingual •          Multi-tasking experience in a fast-paced environment •          Ability to analyze problem situations and present appropriate solutions •          Excellent organization, planning and time management skills •          Ability to lead, coach, develop and train staff effectively •          Must be dedicated, reliable and dynamic •          Self-starter, proactive, and display initiative •          Must work well independently, as well as within a team environment •          Ability to work comfortably in a fast-paced and a metrics organization, built around team concepts and structures and the ability to deal with constantly changing internal and external environments •          Must have already successfully passed the Team Leader Assessment Center   Required Education and Experience: Requires a College Degree in the field of Computer Science or Business Administration/Management and a minimum of 2 years of leadership experience in a service desk / help desk managing 10+ service desk analysts or any equivalent combination of education and/or experience. Proven management of personnel, customer service / customer support experience required.   Job Management Skills: The Team Lead should utilize his time to be most efficient and improve productivity. The schedule will be defined by the manager of the team to ensure escalation points availability at almost every time.  The work week is the standard 40 hours a week with overtime as required. The Team Lead manages team conflicts so that problems are resolved constructively. He/she should be able to work under little or no supervision based on the guidelines set by his/her Operations Manager. The Team Lead handles schedule adherence and operations. He/she is responsible for monitoring the team's performance and ensuring that the team stays on schedule and meets their performance metric

Job Description/Purpose The IT Expert will provide responsive, professional and competent technical support.  Responsibilities Works  within  a  team  supporting  end  users with technical queries Provides   internal   toolset   training   and   takes ownership around queries Develops  an  understanding  of  the  customers’ environment and service delivery requirements Follows  established  processes  and  recommends improvements to these as appropriate Takes ownership for listening to and understanding the customer’s problem Uses  relevant  information  to  diagnose  and to resolve or enable resolution in a timely manner Escalates  issues  as  necessary  to  deliver  required SLA Acts as an effective and helpful member of the team, demonstrating initiative Skills required Excellent verbal  and  written  language  skills  in English Advanced  Knowledge  of  Microsoft  Windows 7/8, Microsoft Office Knowledge    of    Networking,    VPNs,    WIFI, VDI environments Excellent approach to business model and workingunder SLA requirements Strong     customer     relationship     and     excellent problem solving Excellent communication and team work Drive and determination Initiative to constantly improve solution methods Flexible approach and working well under pressure Time management Ability to prioritise tasks We offer An   interesting   job   in   one   of   the   largest   IT companies Challenging work environment Various trainings Highly motivated team and international corporate culture Private medical care and other benefits

Job Description/Purpose:  Service Desk Agent will be responsible for acting as a first point of contact for all customers queries and end to end ownership of all elements leading to a successful and efficient resolution  Responsibilities:  Answering customers’ IT related queries in a professional manner Network and e-mail accounts administration Daily check of tasks assigned by the manager Skills Required:  Proficiency in Russian (or Slovenian) & English Knowledge of various software and applications Customer service / IT experience will be an asset Interpersonal skills crucial for working in a customer service centre such as: excellent communication skills, readiness to work flexible hours, customer orientation, teamwork, optimism and enthusiasm. We offer:  An interesting job in one of the largest IT companies Challenging work environment Highly motivated team and international corporate culture Full-time job in rota system (24h/7) Competitive salary IT & soft skills trainings