At HR Contact, we are known for an outstanding HR approach, effectiveness and excellent sourcing abilities. We work together to provide high quality global recruitment services for specialists and managers. We understand the expectations of our candidates and we connect them with the business needs of our clients.
We are looking for a qualified person who will take a full ownership of an IT helpdesk team, implement a new customer service approach against agreed Service Level Agreements (SLA’s) and be a motivational leader of people, in a role of:
Helpdesk Manager [rekrutacja online]
Ref. no: HDM/04/2020/R
Location: Rzeszów
Responsibilities:
- Analyze performance of support activities, identify problem areas, and deliver solutions to enhance quality of service.
- Ensure that all phases of support services are properly coordinated, monitored, logged, tracked and resolved appropriately.
- Ensure incidents and service requests are managed accordingly to Service Level Agreements.
- Develop methodologies for increased first contact resolution.
- Train helpdesk staff to ensure that support is provided in a consistent and organized manner.
What will help you to get the job done:
- 3 – 5 years’ experience in managing IT Help Desk is necessary.
- Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service.
- ITIL certification is desirable.
- Proven track record of developing and providing service level agreements and support deliverables.
- Strong Customer Service skills.
- Proven analytical and problem-solving abilities
- Excellent interpersonal skills to develop mature, based on partnership but also assertive relationships with clients.
- Proven ability to effectively manage priorities.
- Knowledge of SQL databases is desired.
We offer:
- Employment contract or opportunity to work on B2B.
- Extended social benefits package.
- Ability to implement own ideas (high autonomy in making decisions) and real impact on the development of the company.