System Helpdesk Team Leader (Arad)

Responsabilities:

• report to senior IT manager on any issue that could significantly impact the business;
• manage the Helpdesk Service and staff and provide 1st level technical support (Arad + Oradea headquarters);
• mentor staff and improve the capabilities and usefulness of Helpdesk Team (training, supervision, appraisal, administrative tasks);
• ensure staff takes ownership of user problems and guarantees proactiveness when dealing with user issues;
• act as an escalation point for outstanding queries;
• maintain a log of any software or hardware problems detected;
• ensure knowledge and documentation on management systems are kept up to date;
• arrange for external technical support where problems cannot be resolved in house;
• work and collaborate with the managers of other departments and attend board meetings.

Knowledge/Experience Requirements:

• qualified in IT or in a business related discipline which must include specific studies in relation to Information Technology;
• a minimum of 5 years experience in IT filed (Hardware, Networking, Microsoft based operating Systems, Active Directory);
• high level of English (both written and spoken) and Italian is a plus;
• excellent telephone manner and language communication skills;
• ability to take a leadership role in IT incident escalations;
• ability to provide leadership in customer service and customer communication on behalf of the IT Helpdesk Team;
• target focussed and results driven;
• strong business understanding and focus;
• demonstrated conflict management and resolution experience;
• self-motivated, with strong ability to work both;
• independently and with teams and managers as appropriate;
• seeks the best outcomes for the business and all customers.

Offer:

• performance bonus;
• private health card;
• free Italian courses;
• team building;
• possible training with IT specialists from italian headquarter;
• continous development opportunities;
• opportunity to be part of a rapidly expanding organization.