Service Desk Team Lead - Danish Speaker
HCL Technologies Portugal
Lisbon, Portugal
há 6 dias

We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações).

As a Service Desk Team Lead with HCL Technologies, you will lead the team responsible for managing stakeholder escalations and inquires, for our Danish speaking stakeholders.

The ideal candidate will be an effective leader, a strong planner and organizer, with the ability to maintain a high level of motivation, in a fast paced environment.

These will be your tasks

  • Provide operational leadership to the Service Desk Agents through : refined resource planning, monitoring and adjusting performance, following stakeholders’ inputs.
  • Proactively monitor actual performance, against expected service levels, and implement process improvements to achieve the expected levels.
  • Update these progressions to fulfil performance-reporting requirements.

  • Guide the Service Desk Agents in escalation scenarios when extra support is required, by acting as a centre of competence on processes, systems, and procedures.
  • Support Account Teams and Managers with new and in-transition customers, ensuring operational processes are at their prime and within the established terms.
  • Assess the necessary skillset for Service Desk Agents and proactively coach the team to achieve these benchmarks.
  • Own the customer experience by liaising with : Various Help Desks (both internal and external) and working alongside providers until escalations are closed.
  • You're offering these qualifications

  • Bachelor’s Degree in a Technical Application field; and / or related trainings and certifications
  • Minimum of a year’s working experience as a Team Leader, within a Shared Services environment
  • Project management experience, resource planning in this capacity would be a plus.
  • Ability to consistently meet and exceed established performance targets
  • Ability to handle people management issues with tact, diplomacy, and maturity
  • Capacity to develop new training materials, and implement them in a courteous, efficient manner.
  • Required Language Thresholds : Danish (C2 : Native-Level Fluency), English (B2 : Independent User Level)
  • We're offering these benefits

  • Competitive Salary
  • Meal allowance on card
  • Career Progression Opportunities
  • Parenthood Program
  • Well rounded Health and Life Insurance Packages
  • On-site gym : includes indoor pool access, fitness classes, and a football pitch
  • Staff Canteen with varied food options and river-facing balcony seating
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