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Service Desk Team Leader

Marlink s. r. o.

Information about the position

  • Place of work: Bratislava IV, Bratislava
  • Basic wage component (gross) and other rewards: 1 900 EUR/monthThe given amount is the minimum offered to a successful candidate. The salary may be higher based on the candidate`s background and relevant experience.
  • Start date: asap
  • Contract type: full-time

Job description, responsibilities and duties

The position is a replacement during maternity leave, a full-time contract for 1 year.

The Team Leader is responsible for a team of 7 full-time employees and 2 interns.
His/her focus is on people management - prepares schedules, performs appraisal interviews, one-to-one talks, sets up targets, organizes regular team meetings, and responds to any needs of the team, keeping the motivation high.

Takes care of the new hires so they are up to speed quickly

Assigns weekly responsibilities to the team members

Provides feedback to the team members based on the performance statistical data

Handles tickets (requests/incidents) in the ticketing tool by answering e-mails and phone calls

Handles escalations and prioritization of tickets based on given criteria

Manages the Service Desk team in Bratislava to deliver KPIs and target objectives

Helps to create or improve processes/ procedures and makes sure the team is updated about any change

Ensures the team is provided necessary trainings

Works closely with other departments, improves cooperation, and builds relationships

Makes a follow-up on the quality of ticket handling and plans with the team how to avoid any errors

Is responsible for MSP (Managed Service Provider) customers and participates in regular calls with them

Reviews Q/A process if needed.

Employee perks, benefits

The work is performed in a challenging international high-tech environment where English or other languages are used every day.

The benefits comprise the following:
• Meal allowance of EUR 4,50 per day worked
• All-year healthcare package - Business care program with private medical clinic ProCare
• Free drinks and fruit at the workplace
• Mobile phone also for private use
• Laptop also for private use
• 5 days of additional holiday
• Home office with a reimbursed Internet connection after the probation period
• 100% salary compensation during illness up to 2 months (doctor certified)
• Language trainings
• Multi-sport card
• Employee social events

Information about the selection process

Applications with CVs in English are expected by February 11, 2022. Only candidates meeting professional requirements will be contacted back and invited for personal interviews.

Requirements for the employee

Candidates with education suit the position

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

Educational Specialization

telecommunication or other technical field, or business education with technically oriented mind

Language skills

English - Advanced (C1)

Number of years of experience

3

Personality requirements and skills

A leader personality with excellent relational skills showing the qualities below:
• General knowledge about IT Operating Systems and Software applicable for electronic transmissions.
• General knowledge about Telecommunication Networks.
• Knowledge of IT terminology. Curiosity about telecommunication products.
• Professional communicator handling conversations via telephone and listening to the client (qualification of the customer request, active listening, rephrasing,…)
• Be able to explain, rephrase, simplify technical subjects to non-technical people.
• Strong social skills for establishing professional relationships with clients.
• Fluent English is mandatory. German, French, Portuguese, and Spanish are other languages used, command of any of them as a second language is an advantage
• Team spirit, skills for service support, and customer orientation.
• A pro-active and positive attitude.

Advertiser

Brief description of the company

Marlink is the pioneer of business-critical communication solutions for customers operating in remote environments. With 1200 employees and 27 offices worldwide, the company is the largest technology-independent satellite communication and digital solutions provider serving the maritime and enterprise markets. Marlink's multi-band communication services covering Ku, Ka, C and L-band extended with to mobile and terrestrial links, enabling over 200,000 customers to operate in an ever smarter, safer, and more profitable way.

With over 75 years' experience in developing innovative business-critical communication solutions, Marlink's legacy is to deliver the benefits of a digital and connected world to its customers' remote operations. Today Marlink is the leading maritime communication and maritime VSAT operator in the world. It's leveraging strong partnerships with all major satellite network operators in the industry and delivering its communication solutions direct to the customer and via an unrivaled network of service provider partners.

http://www.marlink.com/

Number of employees

50-99 employees