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IT Service Desk Team Leader

  • Role Type
  • Permanent

  • Location
  • Prague

  • Closing Date
  • 24/12/2021

Job Description

Helpdesk Team Leader

Working as part of a multi-national IT department you will be responsible for the following tasks:

Helpdesk team leading:

Ensure the GHD is meeting/exceeding agreed SLAs in SLC
Make sure OLA is being followed
Collate feedback from GHD operators regarding general SLC/OLA issues
Ensure that global & site-specific software standards are followed
Make sure all GHD operators are following all IT policies
Respond to escalations & to negative feedback
Coordinate support hours coverage, shifts, scheduling, & leaves
Optimize coverage to best handle peak periods
Coordinate language lessons & support coordinating IT training
Coordinate workload, monitor currently assigned calls to all operators
Coordinate GHD "projects" like software rollouts
Assist in analyzing GHD performance statistics
Coordinate Vivantio issues with Vivantio support
Manage & promote knowledgebase
Chair local GHD meetings, support GHD meetings with managers

Helpdesk operator:

Call logging & information gathering
Account administration (1st/2nd level)
Windows domains
Remote Windows desktop & laptop support (1st/2nd level)
Remote MS Office support  (1st/2nd level)
Remote Windows software rollouts (2nd level)
Remote phone support (1st/2nd level)
Windows remote access support (1st/2nd level)
Proactive troubleshooting of unfamiliar applications (2nd level)
Project space error correction (1st/2nd level)
Knowledgebase documentation
Local PC preparation for new users (imaging, setup, & configuration) (2nd level)
Local Windows desktop & laptop support (2nd level)
Local MS Office support  (1st/2nd level)
Some local Windows server support (2nd level)
Monitoring activities
Local printer status alerts monitoring

Job Responsibilities

Smooth running of IT Helpdesk
Coordinate IT Workshops
New user induction & training (secondary)