Service Desk Shift Lead With English And German Language Skills

Work location :
Mill Park incl. Hybrid working mode Ready to work in different shifts with a support window of 24 / 7 -dedicated to 1 project. Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules,Floor Management framework development, customization and maintenance,Providing help to the team members with ticket solving, categorization etc.,Receiving end user calls and responsible for managing the ticket queues, Maintain Service Level in the shift,Check on the Shift Handovers &
Shift Huddle mailers,Take complete control of queue management and real time monitoring of queues,Break schedule - Controlling long/short breaks for L1 analysts and checking on availability of analysts in queue, Collaboration with service line support management,Participation in client and internal meetings, conference calls,Analytical reporting, process and concept development,Liaison with other delivery teams throughout the service chain,In the absence of team leads, shift leads would hold the responsibility of Team Leader e.G., prepare consolidated daily/weekly/monthly reports,Actively help Team Lead with KA, KT phases:
documentation, KB creation, training and mentoring of agents,Quality management prepare for audits and/or Operations Maturity standards.Competitive salary and cafeteria benefits;
free sport allowance near the office buildings, All You Can Move Sport Pass at a discounted price, medical benefits and other perks.High value awards and recognitions, annual bonus and quarterly promotions for top performersHybrid working modelFancy office environment in Budapest, the most glamorous and exciting, living city in Europe.Training and continuous learning and certification opportunities we have the BEST and most professional TRAINING TEAM in our organization.Chance to be part of a rapidly expanding organization.Multilingual environment, native colleagues 50% of the team is a native speaker of their support language.Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies.Easy to access location and modern office building easy to reach from city centre, 10-15 minute commute.Reimbursable language courses.Team events and Company events cool and youthful parties with team-games, etc..Fluent English is a must,Min. high level of German is expected, preferably fluent,Excellent soft skills, communications skills written and spoken,Good analytical, coordination and technical skills are essential,Strong IT specific knowledge with at least 2 years of experience in IT Service Desk,Ability to work with various resolver groups in driving the fast resolution,Good team mentoring and training skills,Proactive attitude and flexibility,Experience with ServiceNow.Knowledge of ITIL, AWS is advantage.Knowledge of any of the following European languages:
Hungarian, Polish, Czech, Russian, Italian