Description
Job Title: IT Service Desk Team Lead
Job Location: Hungary, Budapest
Job Type: Contract Role
Job Description:
- Maintain and manage the Single Point of Contact for Operations
- Provide guidance, support and motivation to the team to assure and deliver a high quality professional service
- Ensure a prompt and professional response to all types of enquiries into the Service Desk (Telephone Calls, Tickets and Emails)
- Support impact analysis on all Incidents and Service Requests reported into the Service Desk, ensuring the correct priority is assigned
- Manage escalations as per Standard Operating Procedures (to escalate to Incident Manager, Problem Manager, Head of Service Assurance)
- Facilitate the restoration of incidents through careful 1st line diagnostics and timely assignment of tickets to the relevant resolving groups
- Successful at developing and managing relationships across all organisational levels
- Working knowledge of Microsoft packages (Excel, Powerpoint, Word)
- Familiar with ITSM tool sets (ie Remedy)
- Hands-on experience in any Telecom processes experience required