Team Leader Service Desk NL/FR
il y a 4 semaines
My client, a company in full expansion, is looking to hire a skilled IT Service Desk Team Leader to assist their clients with all IT-related technical support issues.
- Coordinate the IT Support Engineer team members in their daily duties of attending to clients who come to make inquiries and facilitate a good customer service culture in team members.
- Evaluate and assess service delivery performance metrics and carry out surveys on clients to weigh the level of service delivery in the company.
- Keep record of daily operations at the desk for tracking customer needs, services rendered, and future reference.
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness.
- Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.
- Review all client complaints, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.
- Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
- Ensure that Group's Standards are met.
- A job with multiple variations of tasks.
- A good salary package with a company car.
- An IT job in a company with full expansion.
- Bachelor's degree in information technology or computer science.
- French / Dutch / English written and spoken.
- Knowledge about Service Desk systems and IT Tools, Microsoft Technologies, and IP-based protocol, ITSM tool such as Service NOW.
- Monitoring tools such as CACTI.
- Deployment tools such as BMC.
- ITIL Foundation or higher.
- Experience of coaching and/or mentoring staff.
- Experience of managing the work of others.
- Knowledge and experience of best practices in customer service and/or IT service management.
- Ability to work under pressure.
- Good time management skills.
- Good interpersonal skills.
- Ability to troubleshoot complex hardware and software issues.
- Excellent written and verbal communication skills.
- Ability to think critically.
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