Job Summary
Service Desk Lead - L1 (German)
Key Responsibilities
Organizational activities • Participate in SD Analyst recruiting • Builds schedule to assure line coverage • Workflow management of the input channels • Monitor communication with customer • Monitor communication with HCL teams • Monitor customer processes and tasks • Organize and dispatch activities, monitor documentation, ensure keeping deadlines • Run weekly reporting meeting with the customer • Update customer on urgent or specific topics as required • Track SLA status • Track Resource Unit Counts • Ensure service availability according to SLA • Resource management • Monitor team success and performance Technical activities • Coordinate actions within the team • Coordinate actions with other service units • Provide technical guidance and advisory • Set priorities • Contribute to project plans • Operational actions as required • Identify potential optimizations
Skill Requirements
Skills & Competencies: Language skills: • Excellent written and spoken command of English and German. Technical/Application Skills: • Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems. • SCCM / MECM • System Administration & System Engineering • Presentation skills. Soft Skills: • Profound Job knowledge. • Quality and result orientation. • Time Management (planning, organization, prioritization). • Effective feedback skills. • Customer focus, • Teamwork and ethics. • Attendance and punctuality.
Other Requirements
Principal Roles and Responsibilities: (Essential Function) Organizational activities • Participate in SD Analyst recruiting • Builds schedule to assure line coverage • Workflow management of the input channels • Monitor communication with customer • Monitor communication with HCL teams • Monitor customer processes and tasks • Organize and dispatch activities, monitor documentation, ensure keeping deadlines • Run weekly reporting meeting with the customer • Update customer on urgent or specific topics as required • Track SLA status • Track Resource Unit Counts • Ensure service availability according to SLA • Resource management • Monitor team success and performance Technical activities • Coordinate actions within the team • Coordinate actions with other service units • Provide technical guidance and advisory • Set priorities • Contribute to project plans • Operational actions as required • Identify potential optimizations ________________________________________ Qualifications and Requirements • Relevant professional experience • Sound experience in the administration of systems management systems (e.g. MECM, SCCM), certifications desirable • Very good knowledge of current operating systems • Intensive experience in error analysis and in close cooperation with other support teams • Strong process-oriented work • Experience in large and heterogeneous infrastructures • ITIL Framework Certification • Very high level of service orientation • High level of commitment as well as very responsible and independent way of working • Good knowledge of German and English, both written and spoken Other duties and responsibilities: • To comply with the Employer\'s Internal Regulations on Work Discipline and all internal company acts. • To observe and comply with the Rules for Safe and Healthy Working Conditions. • To be familiar with the main legal acts in Bulgaria. • Perform any ad hoc activities as required. Working Relationships Subordinated: Operations Manager and above. External: Maintain excellent relationship with the client and end users. JOB REQUIREMENTS Education • High school degree is a must. • University degree (Bachelor) is a must. • University degree ( Master) is an advantage. Shift Schedules: • Punctuality & Flexibility to changes in shift schedules – availability to work on different shifts 24/7. Experience: • Relevant experience: 1 – 3 years. • Preferable experience: Knowledge in Infrastrcuture with SCCM / MECM & Team Management