Manager pre Service desk

Job description, responsibilities and duties

The Service desk department is the first and only point of contact for end users (branch, headquarter, internal employees). The department is responsible for solving IT oriented requests and incidents based on category and priority (impact/urgency).
The basic function is to ensure the delivery of agreed service to customer. The Service Desk handles all incoming calls and only escalates them to the second or third tier support when necessary. The Service Desk is responsible for keeping the customer and appropriate managers informed on the status of their request and updating them on the status of the provided services.

- Manage the performance of IT services
- Support internal clients and ensure that the service levels are achieved
- Ensure that the Service desk staff meet the expectations of the defined metrics, standards and business requirements (SLA's)
- Strive to make the Service Desk the only source of "truth" for IT service delivery
- Deliver the correct communication of support issues and problems to appropriate management
- Communicate with application owners, product owners, analytics, delivery managers, etc.
- Measure, monitor and work to drive down incidents level
- Prepare monthly reports, inputs for management, service level manager, delivery managers
- Deliver services according to agreed SLA parameters

Management responsibilities:
- Team leading, task planning, activities and work coordination
- Train, couch and mentor Service desk staff
- Oversee daily staff/team activities
- Build/obtain (from other departments) training materials for support staff/team
- Ensure that the Service desk staff use and continuously update Knowledge management tool to achieve agreed SLA's level
- Ensure optimal work conditions and infrastructure (tools, headsets, office equipment, etc.) for employees

Other benefits

Company on whose behalf the position is being filled

Brief description of the company

Pro HR, s.r.o. je personálno-poradenská spoločnosť špecializujúca sa na oblasť služieb recruiting & selection, executive search a HR consulting. Svojim klientom poskytujeme individuálny prístup k riešeniu otázky zabezpečenia kvalifikovaných zamestnancov. Pro HR realizuje vyhľadávanie a výber kandidátov aktívnym a priamym spôsobom prostredníctvom služieb recruiting & selection a executive search.

Konzultanti spoločnosti permanentne mapujú trh, poznajú aký typ zamestnancov sa nachádza v spoločnostiach s podobným zameraním klienta, príp. konkrétne vhodné pozície s ich náplňou a zodpovednosťami v iných spoločnostiach. Na základe ich znalosti je možné priamo osloviť potenciálne vhodného kandidáta s požadovaným súborom znalostí a skúsenosti.

Spoločnosť Pro HR, s.r.o. sa v oblasti vyhladávania a výberu kandidátov špecializuje na cieľovú skupinu:
1. nižší, stredný, vyšší manažment
2. špecializované pozície - financie, predaj & marketing, logistika & nákup, procesy a kvalita, project management & stratégia + support, CRM
3. IT/telco technické pozície, Help Desk pozície (IT a telco špecialisti, programátori, analytici, SW architekti, projektoví manažéri, atď.)
The company is a holder of a licence to offer recruitment services. (AA/2009/4810/4232/OISS)

Main focus of the company's activities

Number of employees

Information about the selection process

Company address

Contact

Contact person: Mgr. Anna Spasová
Tel.:+421 2 6241 3438, +421 911 525 022
E-mail:

Zverejnené dňa:2018-03-20 (35 dní)
Zverejnené pre lokality:Slovensko Bratislavský kraj Bratislava
Počet videní: 0
Pracovná ponuka nájdená za 0 milisekúnd.