Service Desk Team Leader (SZJ-9147)

A munkáltatóról / About the company
On behalf of our Client, one of the biggest humanitarian organizations in the world, we are looking for a Service Desk Team Leader to their Budapest-based IT Competence Center
Pozíció részletezése / Position overview
What you’ll be doing

• Lead and manage the service desk function and related staff
• Be the main contact point and supervisor for the service desk support unit and to deliver a high quality information and communication technologies support services to end user community and represent the support team
• Be the interface between the service desk team and the Level 2/Level 3 support within the ITD and/or service providers worldwide
• Be responsible for the successful delivery of Service Desk Level 1 services in line with the industry standard ITIL processes based at the IT Services Unit at the Global Service Centre in Budapest, including line management of staff involved, overall process and systems ownership of the support systems (EasyVista)
• Analyse trends to advise and provide feedback to the ITD Management Team on requirements, priorities and issues faced by end-users globally;
• Ensure that all issues are tracked and resolved to meet the service level per design.

What you need to have:

• Degree in Information Technology
• ITIL certification or equivalent
• 5 years of professional experience in the IT support field as service desk agent in addressing first level resolution of incidents.
• Team management experience (up to 6 team members) in a service desk environment with quality assurance
• Analytical skills to do root-cause analysis (incidents and events: diagnosis, identification, information, resolution, reporting and escalation).
• Experience in performance monitoring, statistics and reporting from an IT Service Management tool
• Excellent knowledge of a Service Management Tool and support workflow management (EasyVista preferred)
• Excellent knowledge of MS Windows 7 & 10 operating system environment and related hardware and peripherals
• Excellent knowledge of MS Office 2016 application suite and related end users support requests
• Good knowledge of MS Active Directory concepts and related user account management (MACD)
• Good knowledge of popular mobile devices (iOS & Android) and related end user support requests
• Excellent written and verbal communications skills
• Proven excellent people’s management skills
• Excellent interpersonal skills and ability to communicate and coordinate with stakeholders across different internal/external teams
• Well organized, able to work under pressure and manage emergencies
• Fluently spoken and written English and Hungarian

What we offer

• Challenging and various tasks
• International, inspiring and dynamic environment
• Continuous learning & development opportunity
• Medicover
• All You Can Move pass
• Friendly environment and various team events


Cím: 1037 Budapest, Montevideo u. 16/B

E-mail cím:

Telefonszám: +36-1-439-2940

Fax: +36-1-439-29-63

Viber / Whatsapp elérés: 06-70-684-00-30