Service Desk Shift Lead with English and German language skills
Cognizant
- Budapest
- Állandó
- Teljes munkaidő
- 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).
- 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