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This vacancy is based in Dresden, Germany
Context of the Job:
The IT Service Desk will be responsible for handling incidents via telephone and email, logging incidents, managing and prioritizing workload in accordance to defined service levels and liaising with 2nd/ 3rd Level support teams where necessary. The suitable candidates will possess solid IT skills, knowledge of Microsoft Office, Active Directory and Microsoft Outlook, excellent customer and team communication skills and experience in a customer service based environment. Furthermore, motivation, the ability to learn new skills quickly and to work on one\'s own initiative will be essential requirements.This is an excellent opportunity for someone looking to join an energized and customer focused team to build on and develop their career within IT Support as part of a global organization.
Key Accountabilities:
To support the technicians in reaching the highest standard of customer service; inter alia by:
- Helping and encouraging the team to meet call handling standards and to work towards targeted improvements in both quantitative and qualitative terms.
- Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure, network or systems; intervening in stressful situations.
- Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with changes that affect them, getting feed-back and following up actions as required; drawing up minutes.
- Performing one on ones with technical support staff.
- Ensuring planning, schedules, breaks, code of conduct etc are respected by team members; reacting immediately and taking corrective actions where necessary.
- Organizing team events, building up team spirit, encouraging positive ideas and suggestions from the team to optimize team and work process.
- Taking care of new starters, introducing them to the team, their tasks and role.
- Evaluating and developing team members through remote and side by side call quality monitoring; evaluating the agents’ competences, giving constructive feedback and on-the-job training.
To assist and advise the program manager on floor management to achieve objectives and maintain productivity, inter alia by:
- Ensuring organization on the floor in order to get the right person in the right place at the right time.
- Ensuring procedures are followed in accordance with TechTeam quality standards and work instructions.
- Participating in special projects allocated by the program manager and completing them within agreed time scales.
- Giving advice on customer service, internal quality and team training needs.
- Identify and implement process improvement initiatives in conjunction with Program Manager and team.
- Standing in for supervisor within agreed scope of delegated authority on specific subjects.
- Acting as a single point of contact for customer issues
Required skills:
Technical skills : Knowledge of email systems, Windows applications ( Word, Excel, PowerPoint, Windows NT/2K/XP); Internet Explorer; Client specific’s technology, Global Ticketing system.
- Windows XP/2000 workstation knowledge
- Microsoft Office 2003 knowledge (Word, Excel, Outlook and Powerpoint)
- Basic Knowledge of networking (TCP/IP, etc)
- Analytical skills
Required Language skills: German and English
If you decide to be part of this team, you will receive a 2 weeks project-specific training together with a in-depth TechTeam induction training preparing you to be able to take on the responsibilities of a Team Leader within our organization.
We offer you an unique and challenging position in a fast growing company and in a rapidly changing environment combined with an attractive salary package and various fringe benefits in line with experience and results.
Contact Information:
If you are interested in this vacancy, or would like to obtain additional information do not hesitate to send your CV and/or questions to the following address, mentioning “Team Leader Dresden Vacancy” in the subject line of your email: jobseu@techteam.com
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For more information about TechTeam, please look at our website: www.techteam.eu.
TechTeam s vision for 2010 is to be the premier provider of IT outsourcing services in Europe.
TechTeam is a global market leader for outsourced, multilingual help desk services and value added, specialized IT solutions deployed through a proven single point of contact (SPOC) delivery model.
With headquarters in Detroit, USA, TechTeam is currently present in Belgium, Germany, United Kingdom, Sweden and Romania, providing support services for Global and local companies.
Romanian subsidiary has successfully grown in the last 2 years to 600+ employees providing client support services in more than 25 languages.
If you are a specialists or just starting your career, this is the place to develop a strong professional path, utilizing cutting-edge technologies and working globally.
We offer all the necessary training, an attractive work environment topped by competitive salary packages and excellent career opportunities with global exposure.
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