supervisor in Budapest

posted:
location
Budapest, Budapest
job type
Permanent
reference number
94385
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job description

Cégleírás / Organisation/Department

We are looking for a Supervisor for our international client which has just started establishing its technological center in Budapest.

Pozíció leírása / Job description

The Supervisor manages a staff of Customer Service Center L1/L2 desktop analysts and provides expert level support to end users for desktop related service issues through remote capabilities. Responsibilities also include supervising staff who perform first level phone support, administering user accounts, performing daily operational functions and coordinating service requests. This position will coach staff on technical and customer service soft skills, own departmental customer escalation oversight, and perform monitoring and trending against incident calls.
Main tasks are:
• Supervise a staff of approximately 12+ helpdesk/desktop analysts.
• Ensure internal SLA’s are met.
• Handle complex problems associated with production support or hardware or software changes; responsible for problem recognition, research, root cause determination, resolution, and follow-up steps.
• Analyze and recommend system modifications to reduce user problems.
• Ensure that customers receive appropriate and timely communications.
• Maintain technical proficiency in rapidly changing environment.
• Provide resource planning and workload scheduling associated with a high performance service center.


Elvárások / Requirements

• Expert knowledge of multiple hardware and/or software components
• 5-8 years of experience supporting distributed infrastructure
• 2 or more years of management or supervisory experience
• The skill on English language (speaking/writing) should be excellent


Amit kínálunk / Offer

• Opportunity for participating in the building up of a technology center from the beginning
• Challenging projects
• Flexible work conditions
• Excellent compensation package

Kapcsolattartó / Applications

Alex Gyenis
alex.gyenis@randstad.hu
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