Helpdesk Manager

Your role:

• 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.

Your profile:

• 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.

Hello! I’m Anna and I am responsible for this recruitment process. If you have any questions, please feel free to reach out. I will be happy to meet you!
Contact details: Anna Drzał anna.drzal@hrcontact.co, +48 503 922 611

Please apply via:https://bit.ly/2vwrk2D