INTRODUCTION

About TCS Hungary’s IT IS Unit:
Come and work in our constantly growing Hungarian Global Delivery Center. As one of the largest Business Units of TCS Hungary, the IT-IS Unit provides IT Service Desk solutions to top international clients in a long-term partnership, continuously helping them expand their business and develop new opportunities
 
You will have the opportunity to:

• Be part of a real multinational team and environment (90+ nationalities in TCS Hungary)
• Develop your career path and grow domain wise (vertical and horizontal opportunities for growth and rotation among different units)
• Learn and develop soft and hard skills (1000+ internal training)

FUNCTION

Technical Leadership Activities and Responsibilities

• Consult and guide the Service Desk Analysts with regards to particular tickets.
• Handle escalations of particular tickets.
• Handle incoming issues/requests of users via phone, email, chat, web or other channels if required in peak hours and emergency situations, shifting or staffing issues.
• Perform necessary monitoring and administration in the IT Service Management tool.
• Attend and contribute to operational telephone conferences/meetings.
• Initiate and/or maintain a database of incident report tickets; track open ticket activity and provide reports to specific work units on open items.
• Follow up on existing tickets and escalate unresolved cases to relevant support teams or vendors.
• Effectively manage workload, including planning, organizing, prioritizing, meeting deadlines.
• Review and follow-up on project tasks on a regular basis.
• Ensure delivery is in line with customer expectation keeping Service Level Agreements and helping the team to achieve target Key Performance Indicators.
• Lead, supervise and coordinate the quality assurance activities along with feedback to Service Desk Analysts.
• Maintain a healthy level of team backlog.
• Control ticket ageing by resolving or escalating problematic tickets through team members.

 
Team Leadership Activities and Responsibilities

• Prepare, maintain and publish shifts and holiday plan timely. Prepare the attendance sheets and payroll documentation timely.
• Able and ready to cover “On Call” duty during weekends.
• Act as a backup of Service Delivery Manager/Project Leader/fellow Team Leader in case of absence, holiday, travel or work and in different shift if needed based on supervisor request.
• Support the Service Delivery Manager/Project Leader with data/inputs for resource planning and shifting management (in line with shift coverage, backlog handling, aged cases reduction, email availability, workload distribution, out of office workload planning).
• Gather input/data for Team Metrics and Quality control activities (daily, weekly, monthly).
• Prepare and analyze operational reports required but not limited to TCS and Customer reporting activities (quality, Service Level Agreements and Key Performance Indicators compliance). Monitor and influence compliance on account specific Service Level Agreements and Key Performance Indicators.
• Ensure continuous quality measurements and Key Performance Indicators are managed and aligned for assigned incidents for the shift.
• Solve conflicts and issues reported by team members or escalate them timely to Service Delivery Manager.
• Assist Service Delivery Manager in creating an environment of trust, open communication, creative thinking, and cohesive team effort.
• Thoroughly think out and evaluate alternatives, perform innovative problem resolution, take pro-active approach and initiative to resolve problems. Work effectively in a team environment/diverse workforce.
• Ensure team training needs are addressed on time. Lead, supervise, coordinate and perform technical and customer training and ensure up-to-date status of training plan and materials.

 
Knowledge Management

• Learn and implement new technologies, tools, processes and policies.
• Ensure the environment of best practice and lessons learned creation and sharing is created and maintained within the team.
• Communication process updates the team members.
• Ensure process improvements are planned for and deployed, business cases are delivered.
• Lead, supervise and coordinate the knowledge management process activities within the team.
• Ensure that knowledge updates are shared on team meetings and individual feedback sessions.
• Attend all TCS and client training sessions as planned.

REQUIREMENTS

• 2 years of Service Desk work experience
• College or University degree or equivalent education
• Advanced Microsoft Office tools knowledge, knowledge of Windows operating system and other standard software
• Advanced IT Service Management tool knowledge
• ITIL Foundation certification (TCS internal or external)
• PI competency training completion

OFFER

• TCS has been delivering services from Hungary since 2001, making us a perfect choice if you’re looking for stability.
• We provide a wide range of benefits, including a market leading comprehensive private health care package.
• We offer extensive self-development opportunities: our colleagues have a multitude of training possibilities for personal and professional growth.
• At TCS Hungary there are both vertical and horizontal career options for those who like to challenge themselves and try out different areas and positions.
• You will be part of a global and diverse working environment with relaxation areas, terraces, and a friendly atmosphere.
• You can seize the day with us at our company events, hobby clubs, and sporting initiatives.
• An attractive compensation package.

CONTACT INFO

Eszter Gonczol
Email address: eszter.gonczol@tcs.com