Head of Service desk

The Service desk department is the first and only point of contact for end users (branch, headquarter, internal employees). The department is responsible for solving IT oriented requests and incidents based on category and priority (impact/urgency).
The basic function is to ensure the delivery of agreed service to customer. The Service Desk handles all incoming calls and only escalates them to the second or third tier support when necessary. The Service Desk is responsible for keeping the customer and appropriate managers informed on the status of their request and updating them on the status of the provided services.

- Manage the performance of IT services
- Support internal clients and ensure that the service levels are achieved
- Ensure that the Service desk staff meet the expectations of the defined metrics, standards and business requirements (SLA’s)
- Strive to make the Service Desk the only source of “truth” for IT service delivery
- Deliver the correct communication of support issues and problems to appropriate management
- Communicate with application owners, product owners, analytics, delivery managers, etc.
- Measure, monitor and work to drive down incidents level
- Prepare monthly reports, inputs for management, service level manager, delivery managers
- Deliver services according to agreed SLA parameters

Management responsibilities:
- Team leading, task planning, activities and work coordination
- Train, couch and mentor Service desk staff
- Oversee daily staff/team activities
- Build/obtain (from other departments) training materials for support staff/team
- Ensure that the Service desk staff use and continuously update Knowledge management tool to achieve agreed SLA’s level
- Ensure optimal work conditions and infrastructure (tools, headsets, office equipment, etc.) for employees

- dynamic and multicultural work environment
- latest knowledge, methods and tools, and training to support those
- large company
- good team spirit

Other unlisted areas

International company.

University education (Master's degree)

English - Upper intermediate (B2)

Call centre , Service desk
2

EDUCATION - DIPLOMAS REQUIRED: University degree/secondary education in Informatics, Economics-Informatics or Management-Informatics
PROFESSIONAL EXPERIENCE: 2 years (relevant area specified below) in successful management and coordination of urgent and complicated support issues, incident management
- Experience with leading middle sized teams (15-30 people)
Technical skills:
MS excel – reporting, charts

o presentation skills,
o ability to clearly express ideas, to workout arguments for justifying attitude
o good service and client orientation
o motivation to learn and grow

Pro HR, s.r.o. je personálno-poradenská spoločnosť špecializujúca sa na oblasť služieb recruiting & selection, executive search a HR consulting. Svojim klientom poskytujeme individuálny prístup k riešeniu otázky zabezpečenia kvalifikovaných zamestnancov. Pro HR realizuje vyhľadávanie a výber kandidátov aktívnym a priamym spôsobom prostredníctvom služieb recruiting & selection a executive search.

Konzultanti spoločnosti permanentne mapujú trh, poznajú aký typ zamestnancov sa nachádza v spoločnostiach s podobným zameraním klienta, príp. konkrétne vhodné pozície s ich náplňou a zodpovednosťami v iných spoločnostiach. Na základe ich znalosti je možné priamo osloviť potenciálne vhodného kandidáta s požadovaným súborom znalostí a skúsenosti.

Spoločnosť Pro HR, s.r.o. sa v oblasti vyhladávania a výberu kandidátov špecializuje na cieľovú skupinu:
1. nižší, stredný, vyšší manažment
2. špecializované pozície – financie, predaj & marketing, logistika & nákup, procesy a kvalita, project management & stratégia + support, CRM
3. IT/telco technické pozície, Help Desk pozície (IT a telco špecialisti, programátori, analytici, SW architekti, projektoví manažéri, atď.)
The company is a holder of a licence to offer recruitment services. (AA/2009/4810/4232/OISS)

Employment placement and personal consultancy

10-19 employees

If you are interested in our offer, send your CV in Slovak or English to [email protected]. Please, specify the position of your interest in the subject of message.


Please read carefully the text below and attach it to your e-mail/letter.

"I agree, to the company ProHR s.r.o., located on Šustekova 49
81105 Bratislava, (just company), to manipulate my personal data for purposes of employment mediation (adjustment, searching, selection, combination, liquidation, and to purvey to third persons, about their identity is the company obligatory to inform me) according to law No. 122/2013 Z.z. 'About protecting of personal data'."

Thank you for your understanding.

Contact person: Ing. Katarina Mituchová
Tel.: +421903777254
E-mail: send CV