Team Leader - Help Desk

WHY WE HIRE THIS ROLE:
Infosys is growing constantly for several last quarters. To keep up with the pace we are in need of experienced Team Leaders who will help us to drive and guide performance of our expanding teams - L1 support or Help Desk/Service desk is the field where we operate the most.

WHAT IS THE JOB ABOUT:
• Manage and report performance of the team
• Be responsible for management, escalation and resolution of all incidents, problems and Service requests reported to the Service Desk which may involve coordinating with other technical teams or external partners/suppliers.
• Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
• Performance management, coaching and development of the individual team members
• Develop and maintain professional credible relationships with key stakeholders, including relevant third parties and strategic suppliers
• Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities

WHAT EXPERIENCE YOU SHOULD HAVE:
• Proficiency in English language
• At least 1-2 years of experience in a Team Lead's position
• Previous experience in Service desk environment
• Customer handling skills and diplomacy to manage customer escalations, the marketing of the department and take responsibility for customer satisfaction surveys
• Excellent organizational skills, demonstrable experience in managing projects to deadline
• Experience in people management, coaching, and development
• Advanced knowledge of Excel is a must

WHAT WE OFFER:
• Stable environment of established international company
• Performance bonus
• Meal vouchers
• Multisport card
• Friendly culture
• Language courses
• Option to work from home
• Brand new office in Vlněna Business Park