Team Leader - Help Desk

Infosys (Czech Republic) Limited s.r.o.

Place of work
Brno-střed, Czechia
Contract type
Start date
January 2021
Wage (gross)
From 45 000 Kč/month

Information about the position

Job description, responsibilities and duties

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.

• 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

• 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

Employee perks, benefits

• 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

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Educational Specialization

Help desk environment, L1 support

Language skills

English - Advanced (C1)

Number of years of experience



Brief description of the company

Infosys is a global leader in the next-generation digital services and consulting.
We provide business consulting, technology, engineering and outsourcing services for world-class brands across the globe. Our current clients are market leaders in area of car and sportswear manufacturing, energy and utilities, insurance, pharmacy, healthcare, etc.
Our business solutions and services help to accelerate innovation, increase productivity, reduce costs and optimise asset utilisation.
Infosys provides career opportunities for those with and without solid IT experience, and who are willing to absorb and implement technological innovation on a daily basis

Number of employees

500-999 employees

Company address

Infosys (Czech Republic) Limited s.r.o.
Vlněna 526/1
602 00 Brno - Trnitá
ID: 4012659  Datum zveřejnění: 17.12.2020  Spodní hranice mzdy (brutto): 45 000 Kč/month