DirecciónService Desk Shift Lead withEnglish and German language skills
- 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.
Qualification:
High School Diploma, any degree is an advantage.
Responsibility:
- 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).
Must Have Skills
- 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.
Nice To Have Skills
- Knowledge of ITIL, AWS is advantage.
- Knowledge of any of the following European languages: Hungarian, Polish, Czech, Russian, Italian
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Feb 29 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients Lead with digital at www.cognizant.com or follow us @Cognizant.
