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Cég neve
Unisys
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Munkavégzés helye
Budapest
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Egyéb juttatások
- Cafeteria
- Szakmai tréningek
- Egészségbiztosítás
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Munka típusa
- Teljes munkaidő
- Home office
- Alkalmazotti jogviszony
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Elvárások
- Angol felsőfok
- 1-3 év tapasztalat
- Főiskola
Állás leírása
We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!
Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte®, InteliServe™
What success looks like in this role:
Our Customer Service team is critical to our mission, helping our clients with solutions and assistance that deliver the results for businesses around the world. As a ‘Gartner Workplace Leader’, we are open, honest and responsible, and our Agents bring to life the ethical standards that have made us such a trusted global name.
Be inspired, encouraged and supported to fulfill your ambitions and your potential. This is where you can have a career in an environment where we do the right things the right way.
The Service Desk Supervisor will supervise a Service Desk Team, review service levels, schedule staff and identify training needs. This person will be responsible for working closely together with the Operations Manager to maintain and improve the service desk by directly managing employees assigned to him/her and to continually strive to improve customer service.
What will your scope look like:
- Plan resources to accounts on a dynamic basis in order to maximize performance against SLAs on a daily basis, maintain shift rosters
- Act as focal point for team in matters of scheduling, coordination, availability, or other matters as necessary
- Ensure all assigned employees are briefed and understand their job requirements
- Overall measuring and monitoring of service desk agent performance on a daily basis. Responsibility for correct skill levels and active queue management
- Coordinate & schedule trainings with respect to the training necessity and agent shift availability
- Drive to meet and exceed customer expectations and ability to inspire service desk agents to do the same
- Provide feedback / guidance to employees assigned to him/her on their overall performance including Attendance / Compliance / Availability
- Actively participate in recruitment activities, attendance during AC interviews as required
- Help with all request/enquiries and direct escalation which are outside a service desk agent’s technical abilities or support boundaries as a first level
- Inform the Operations Manager of any work conflicts, dissatisfied customers or hardware/software malfunctions, escalations; escalate issues to all relevant parties
- Ensure all contracted support is accomplished in a timely manner, preparing reports and participating client facing calls
You will be successful in this role if you have:
- Strong English verbal and written communication skills across multiple staff levels
- Additional language knowledge is a plus
- Demonstrated leadership, coaching and mentoring skills
- 2+ years of experience in people management and performance management
- 2+ years of experience in a Customer Service position, preferably in an IT services organization
- Hands-on experience with escalation management
- Strong customer facing skills & ability to deliver presentations and drive meetings
- Solid knowledge of ITIL processes (ITIL v3 foundation or intermediate certifications are beneficial)
- Solid understanding of logging systems
- Working knowledge of MS Office suite and related reporting applications
Besides these, we will need your:
- “Customer-first” attitude
- High-performance driven personality and high sense of ownership
- Proactivity, sense of urgency and ability to re-prioritize if needed
- Ability to express yourself in a structured and comprehensive manner
- Ability to communicate and act in an assertive and collaborative way
- Ability to think tactically and strategically
What we offer:
- Monthly gross 35.000 HUF cafeteria - regardless of your weekly working hours
- Private Health Insurance - Premium Package provided for all Unisys associates after 6 months tenure
- Home office allowance
- Last and foremost, a great team, also a lot of learning and training opportunities
Sector(s):
- Client Services, Customer Services
- Client Services, Client Services Manager
How to apply/ contact information
Apply via "Jelentkezem" button underneath!
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