Our Client, an international online and mobile services producer, is opening office in Krakow. The center will hire about 150 IT Specialists for new projects and creating new products. Innovative Company with headquarters based in London and divisions worldwide - with strong position on the market, works with new technologies in end-to-end Scrum methodology with best infrastructure and emerging technologies. If you are looking for the fast career development and extended learning opportunities, apply for the position of:
Service Desk Team Lead
Kraków
Nr ref.: 5274
Requirements:
- Minimum 2 years industry experience
- People management experience and demonstrated leadership skills
- Strong technical knowledge across application support, MS Windows Service, Active Directory, desktop support
- Ability to communicate at all levels with technical and non-technical staff
- Ability to operate autonomously and manage others to ensure delivery to agreed timescales
- Experience working with Call logging systems e.g. ServiceNow
- Knowledge of Windows Server 2008/2012, Windows 7/8 Office 2010/2013
- Problem solving and analytical skills
- ITIL processes and terminology consistent with having attended an ITIL Foundation level course
- A track record of success with respect to managing a Service Desk environment
- Experience of supporting directors and senior management
- Knowledge of MAC OS Interest in financial products
Responsibilities:
- Train, coach and mentor Service Desk Analysts including career development
- Act as a point of escalation for Service Desk Analysts
- Provide data and reporting KPIs and trends to Head of Service Management on an ad-hoc, weekly, monthly basis
- Drive and maintain First Time Fix level
- Manage and monitor the inbound phone queue
- Manage and monitor the incident and request queue within ServiceNow
- Develop strategies for incident resolution
- Ensure the Service Desk is the single point of contact for IT
- Develop a knowledge base that can be used by the team
- Ensure staffing levels are maintained throughout operational hours and manage out of hours rota
- Represent Service Desk at meetings where required
- Assist analysts in providing 1st line support when workloads are high or additional cover is required
- Proactively identify possible problems from incident trends and work with escalation teams to drive improvements
- Working with Service Desk Analysts to assist in efficient management of work load
- Liaise with end users to define where improvements can be made to the existing system The successful candidate will be expected to fully understand how IGs core dealing systems work and how the backend processes work. This will include understanding how to undertake the daily reconciliation processes
We offer:
- A possibility of taking part in setting up a new IT department
- Participation in interesting and challenging projects in global structures
- Opportunity to develop and broaden technical skills
- Attractive salary, bonuses and benefits package
- Pleasant working atmosphere