Desktop Support Level 3 Team Lead Role

il y a 2 semaines

Machelen, Belgique BrainoTech IT Solutions Temps plein

Skillset Required:

- Responsible In Managing The Team of 20 to 30 Agents.
- Ensures that the Service Desk team performs and adheres to standards of excellence and professionalism Developing and demonstrating an understanding of end user and company needs

Analyzing the performance of Service Desk activities and documented resolutions
- Specific hardware knoweldge for problem isolation and remore resolution, Windows / Linux OS

Knowledge, Understanding of OS Drivers/Patches/ Tools & download from OEM web site, Basics of Mail
- Setting And Meeting Performance Targets for Accuracy, Efficiency and Quality and Ensuring meeting

Clients SLA.
- Monitor and Track the performance with respect to CSAT Scores
- Maintaining Up-to-date Knowledge of Process developments.
- Monitor the performance standards of the team against planned objectives, and recommending and/or taking corrective actions.
- Document, examine and report quality issues their response and suggest possible improvements.
- Taking care of attrition and shrinkage.
- Prioritize VIP support
- Coordinate BCP plans when required
- Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
- Provide timely and accurate solutions to their technical problems.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software, Product Managers, etc. ).
- Refer to internal Knowledge Base or external resources to provide accurate in-depth solutions.
- Prioritize and manage several open issues effectively.
- Create detailed summaries for Management regarding critical or high escalations.
- Contribute to Knowledge Base as problems get new solutions.

**Salary**: €250.00 - €300.00 per day

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Machelen: Reliably commute or planning to relocate before starting work (required)

**Language**:

- Dutch (required)

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