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Responsibilities:

• Responsible for all the activities of Service Desk Team
• Manage & share the workload during the shift
• Drives the efficiency and effectiveness of the Incident Management process
• Provide reports and management information
• Allocate agents to tasks like queue monitoring/phone/mailbox etc as and when necessary
• Deals with all the complaints & detects possible problems
• Pass necessary updates to the shift
• Barges & delivers feedbacks to agent calls
• Tracks the progress of a all Service Calls in his shift during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary
• Ensures that the Service desk Agent communicate (internally / externally) about escalated Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
• Ensure quality of Incident Records and Incident Database
• Serves as an escalation point within the Incident Management process during his shift, able to engage next level of management support when Service Desk Agent informs him that thresholds are violated.
• Responsible for customer satisfaction, which involves discussing concerns with unhappy or angry customers and reviewing the result of customer satisfaction survey, A full report must be produced for all customer complaints and actions taken to avoid repetition of same complaints. If poor results are returned in a customer satisfaction survey, the shift leader must prepare a report detailing why the poor result occurred and implement actions to bring the satisfaction level back to the required levels of service
• Develop and maintain Training Plan
• Ensure shift handover

Skills

• Language skills: Fluent English (written and spoken) + fluent German
• Must have basic to advanced technical skills
• Must be business-focused and have good understanding of the business units within AMD & ability to priorities work
• Excellent communication skills (active listening skills)
• Must be diplomatic and must have interpersonal skills
• Ability to understand the business objectives
• Must have team spirit
• Professional code of conduct
• Must have extensive knowledge of remote access processes for assisting First Level
• Must have a good understanding of the organization and their infrastructure
• Must be able to deal with stress
• Evolving management & leadership skills
• Must have basic technical knowledge of all technology used for the business processes.
• Must have empathy with users

Tech Skills

• ITIL Foundation
• Experience in Service Desk focusing on aspects such us: Incident, Problem, and Change Management
• Technical helpdesk or technical call center experience is necessary
• Disciplined, systematic problem solving skills required

Strong background in:

• Windows Operating systems, both client and Server side, Apple MacOS is a plus
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• MS Active Directory, covering remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• Applications:
  • MS Office Suite (XP, 2003, 2007): incl.: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • MS O365 package
  • MS Teams
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • Other common desktop applications like Adobe Acrobat, Winzip, etc.
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Mobile devices management and troubleshooting (iOS and Android)
• ITSM ticketing tools such as Remedy, ServiceNow etc.

Seniority Level

• Mid-Senior level

Industry

• Outsourcing/Offshoring

Employment Type

• Full-time

Job Functions

• Customer Service
• Information Technology

Screening questions

Required qualifications

• Are you legally authorized to work in Poland?
  Ideal Answer: Yes

Preferred qualifications

• Will you now or in the future require sponsorship for employment visa status?
  Ideal Answer: No
• Are you comfortable commuting to this job's location?
  Ideal Answer: Yes
• What is your level of proficiency in English?
  Ideal Answer: Minimum: Professional
• What is your level of proficiency in German?
  Ideal Answer: Minimum: Conversational