IT Service Desk Team Leader with Dutch

Technologies we use

Expected

• Windows Server
• Office 365
• SAP

Operating system

• Windows

Your responsibilities

• Lead, manage and coach a Service Desk team providing multilingual IT support
• Provide technical guidance to Service Desk Analysts and handle escalations and complex IT issues
• Coordinate daily operational activities and ensure effective cooperation with relevant support teams and vendors
• Monitor ticket backlog, ageing, SLAs and KPIs, ensuring timely resolution and service quality
• Plan and coordinate shifts, holidays, resources and team workload
• Manage team performance, conduct regular one-to-one sessions and provide ongoing feedback
• Coordinate technical and customer training and support team members’ professional development
• Prepare and analyze operational reports related to service quality, SLAs and KPIs
• Promote knowledge sharing, continuous improvement and compliance with TCS and customer policies and procedures

Our requirements

• Previous +1 year of Service Desk Team Leader Experience
• Very good written and verbal communication skills in Dutch & English
• Ability to work in shifts (24/7) and from the office located in Warsaw
• College or University degree or equivalent education
• Advanced knowledge of Microsoft Office, Windows OS and standard software
• Advanced knowledge of IT Service Management tools
• ITIL Foundation certification
• Strong analytical, problem-solving and organizational skills
• Strong customer orientation and interpersonal skills

What we offer

• Competitive salary with annual salary reviews
• Opportunity to use foreign languages and the newest technologies on a daily basis
• Indefinite period employment contract after probation period
• Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)
• Sport's card (Multisport)
• Private medical care for you and your family
• Private life insurance
• Access to wide range of learning & development platforms
• Discounted theatre tickets
• Work in a multicultural environment

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• integration events
• corporate sports team
• saving & investment scheme
• coffee / tea
• sharing the costs of tickets to the movies, theater
• employee referral program
• charity initiatives

Recruitment stages

• Language and knowledge check
• Interview with the manager

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief. A part of the Tata group, India's largest multinational business group, TCS has over 500,000 of the world’s best-trained consultants in 46 countries. The company generated consolidated revenues of US $22.2 billion in the fiscal year ended March 31, 2021, and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

This is how we work