German Speaking Service Desk Team Leader

2 days ago

Reading, United Kingdom Concept Resourcing Full time

Are you Fluent in German?

Have you Service Desk Team Leader experience?

Are you commutable to Reading or Hemel Hempstead? (Hybrid working)

This a fantastic opportunity to join a superb organisation at the forefront of technology

**Main Role**

To provide day to day supervision and support of the Level 1 Incident Operator, Partner Support, Customer Care teams and support the wider German Service Desk function.

**Responsibilities/ Tasks**
- Work with Desk Service Manager to effectively support and develop the Incident Management Team on a day to day basis.
- To ensure adequate staffing levels and manage the workload of the team
- To develop a training programme to ensure appropriate levels of product knowledge
- To review, recommend and implement process to increase efficiency and effectiveness of the team
- To provide support and advice relating to calls and other operational issues to the Service and Support Teams
- To monitor SLAs ensuring they are adhered to highlighting any recurring issues
- To produce scheduled and ad hoc reports as required by management and the service owners
- To provide support and resolve issues over the phone
- To escalate unresolvable issues to Field Solutions Support Specialist, Service Account Manager, Remote Resolution or 3rd line print as required
- To request dispatch of spare parts via Service Operations Administration when required
- To arrange return to base service via Service Operations Administration when required
- To log warranty calls on Service Management System (SMS) and escalate to appropriate resolver group
- To request field service call through Third party Call Coordinator
- To log all queries via the SMS, updating call status where appropriate and closing calls once actions are complete
- To monitor call status and chase / escalate any outside of SLA for resolution
- To work with and support CSM in delivery of service stats as required
- To monitor call status and chase / escalate any outside of SLA for resolution
- To highlight and report on any areas of improvement
- Any other tasks as directed

Knowledge, Experience & Skills
- Experience of Service Desk Team leading essential
- Fluent German speaker
- Excellent customer handling skills
- Ability to communicate service information to a varied and often senior audience
- Comfortable managing escalations
- Able to operate in busy service environment
- Good familiarity with IT systems, networks and databases
- Good familiarity of multifunctional and printer products desired
- Good knowledge of Excel

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