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Senior Service Desk Associate with German (Remote)

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Date: Sep 4, 2022

Location: Timisoara, TM, RO

Company: NTT DATA Services

Service Desk Technical Lead (hybrid) - German 
Bucharest, Romania
Competitive Salary & Benefits
Role Overview
The SD Teachnical Lead  is in charge of the day-to-day operational management and guidance of the technical support team responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyzes user needs and helpdesk processes, knowledge and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels. This is a key role in ensuring the operational goals of the Global End User and Client Delivery Services Team are achieved and exceeded.
Role Responsibilities
•    Provides front-line supervision to an operational, production and service team of 10-15 employees.
•    Supervises the team typically responsible for a high number of transactions or processes.
•    Provides first-line leadership to a small field service team and/or a small supplier relationship.
•    Provides direct oversight of daily team activities.
•    Suggests process improvements to field operations, including tool implementation.
•    Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy &Procedure Guide.
•    Strives to meet all Client SLAs & Customer Satisfaction Goals.
•    Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
•    Coordinates with the site Managers, Supervisors in the delivery of mentorship sessions for the existing pool of employees;
•    Acts as a technical point of contact for the account.
•    Align's to Service Delivery's innovation and CSI program. 
Key Skills
•    Hands on IT support experience  or equivalent combination of education/ work experience;
•    Experience in troubleshooting skills and resolving issues.
•    Strong technical acumen, experience in understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
•    Field Tech/IT Support supervisory, leadership experience.
•    Strong people management skills with ability to coach and develop IT support Engineers
•    Knowledge on relevant service delivery stream:
•    Ability to communicate clearly at all organizational levels;
•    ITIL V3 knowledge is a plus;
•    Ability to multi-task in a dynamic environment;
•    Experienced analytical, negotiation and organizational skills;
•    Ability to take ownership of challenging tasks.
•    Curiosity & focus on developing;
•    Outside of the box & problem solving abilities.
•    Fluency in German language
•    Good Command of English is a plus
Benefits
The opportunity to work for one of the leading companies in the industry with a high focus on growing talent & developing people. The role will be part of the Romanian SD Management Board together with a group of dynamical, passionate & high level professionals in the field.
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

 

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