Employee Care IT- Shift Lead with Russian in Kraków, Małopolskie, Poland

General Description Responsibilities :          Provide technical expertise to the help desk team          Act as technical liaison between help desk and IM support groups          Maintain technical skill continuity and consistency of help desk staff          Ensure continuous improvement of services provided by the help desk          Provide telephone support to customer end users          Provide Problem Management System support activities          Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD          Includes preparation of help desk staff to support new technology          Maintain skills inventory of help desk analysts and Work Request Co-ordinators:          Evaluate technical skills          Develop and maintain Training Plan          Liaison between help desk and other groups on technical support issues:          Proactively work with other groups on normal process support issues          Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process          Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts, Notification Escalation list, help desk weekly schedule, support documentation, etc.          Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.          Develop processes to streamline the daily functioning of the help desk including:          Work distribution          Monitoring phone queue and email box          Vendor management and follow-up          User follow-up          Closing tickets          Maintaining front end message          Work closely with help desk manager to implement technical action items related to the help desk          Assist help desk manager in analysing help desk group and individual statistics:          Ensure implementation of BOP (Best Operating Practices) in the help desk          Establish communication link with other zones relative to technical and support environment          Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.          Manage small help desk related projects.          Backup help desk Manager when help desk Manager is out.          Documentation of help desk processes          Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users          Route problems to internal IM support staff          Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution          Administer and provide User Access and Exit controls . Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'          Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management Technical Requirements          Phone support experience necessary.          Technical helpdesk or technical call center experience is necessary.          Disciplined, systematic problem solving skills required.          Hands-on work experience with the following:          Windows Operating systems          Clients: Windows7, 8, 10 & MAC          Servers: Windows 2000, Windows 2003, Windows 2008,          Knowledge of Active Directory, Exchange 2003/2007          ITSM ticketing tools such as Remedy & service Now          User account creation for Active Directory, Exchange Mailboxes, Distribution lists          Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools          MS Office Suite (XP, <phone number removed> ): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio          Internet browsers (e.g. Explorer, Chrome, Firefox),          VPN troubleshooting          Support for laptop, desktops, and printers          Iphone and Ipad support          Others: Adobe Acrobat and other common desktop applications like Winzip, etc Soft Skills -       Excellent communication and conversation skills (Verbal and Written) -       Good documentation skills -       Good working knowledge of MS OFFICE (Including MS Project and Visio) -       Should have a great customer handling skills -       Able to handle unforeseen situations -       High level of acceptance -       Can drive HCLs value and its methodology -       Very good Russian ( min. B2/C1) and good English ( min.B2) Other Skills / Experience .   Ability to learn new information quickly          Ability to integrate as a cross-functional, team player          Personal dedication to providing high quality, superior service          Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week          Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.          Customer Focus          Teamwork          Technical Expertise          Interpersonal Effectiveness          Concern for Order and Quality          Very good Russian ( min B2/C1) & good English ( min B2) Years of Experience Total : 3 - 4 years experience in Help Desk, Information Management, or Customer Service delivery field Relavant : 1-2 years of supervisory experience in managing technical help desk or technical call centre Certification requirements -       Preferred MCP/MSCE/MSCA or HDI CSS -    ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Education requirements -      Bachelors / Masters / Equivalent

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