The Desktop Support Team Leader is responsible for leading the support team. The person needs to be professional in all related areas of authority.
Part of the role is effective communication with clients, stakeholders, to manage and prioritize incidents in all reporting tools.
The Leader is required to focus on high satisfaction ratios from clients. Person on this position needs to show first-class communication and great teammate skills at all levels, engagement in our daily work, willingness to learn and focus on results.
It is definitely a key factor for Desktop Support Team Leader to be experienced in working in international and multicultural environment.
Main responsibilities :
Care of the team, team members as well as the service provided by the division.
Take ownership and be dedicated in all aspects related to people development and service improvement.
To effectively manage and prioritize the workload within the team.
Communicate with stakeholders and business leads to ensure delivery and success by the team.
Supporting the department development and growth including recruitment, on boarding, knowledge transfer, identifying KPIs.
Provide all internal clients with a dedicated, positive and efficient service at all times.
Able to develop a service culture, improve service quality and customer satisfaction and essentially be a leader with good social and communication skills with the ability to motivate staff.
Responsible for the achievement of Operational Level Agreements (OLAs) with the internal resolving groups, monitoring and escalating where appropriate.
Member of the team working independently responsible for providing day-to-day support for technology products or applications.
Provides in-depth support and leads problem solving and implementation efforts for specific Workspace services.
Keep team, manager and customer informed of status of issues.
Contribute to incident resolution. Analyze moderate to advanced inquiries and lead problem resolution.
Coordinate across line teams to manage production incidents.
Align standard methodologies and operational processes with global partners. Consistency to procedures to maintain quality and professionalism.
Participate in projects and initiatives run within organization.
Open to discussing flexible / agile working.
You have Bachelor’s degree or equivalent work experience.
You have proven leadership experience.
You have in-depth knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint) and Windows 7.
You present ability to handle sensitive clients and cases.
You have excellent verbal and written communication skills.
You have fluent written / spoken English and Polish. German is an advantage.
You will be responsible quality management and quality assurance within the team and between stakeholders.
You possess the ability to work under stress, to keep things simple, patience and creativity, conflict management skills.
You demonstrate a high level of customer focus and empathy.
Proven extensive experience of supporting an end user environment.
Excellent Teamwork and communication / information sharing.
You have attention to detail and dedicated management.
Strong situational analysis and decision-making abilities.
Training and development
Language training course
Family nursery and kindergarten funding, gift vouchers for Christmas
Health promotion : Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
Employee discounts on various products and services (event tickets, consumer products, etc.)
Employee Referral Program
Flexible work schedule and working from home (home office)
If you apply for this role this means you agree with the following statement :
Through my application for a role with Credit Suisse (Poland) sp. z.o.o. (the Company) I hereby authorize the Company to process my personal data for the purposes of job recruitment.
Furthermore I declare that I am aware of the voluntary submission of data and I am informed about the right to access the data and the right to correct it, pursuant to the Personal Data Protection Act of 29 August 1997 (Journal of Laws Dz.
U No. 133, item 883) . I authorize Company to process my personal data for future recruitment processes.
Furthermore, I authorize Credit Suisse Group AG and its’ affiliates, Taleo (UK) Limited, cut-e AG Kleiner Burstah 12 and milch & zucker The Marketing & Software Company AG to process my personal data.
Credit Suisse and affiliates registration details.-
Credit Suisse (Poland) sp. z.o.o Registered office - 1 Icchoka Lejba Pereca street, 00 - 849 Warsaw
Credit Suisse Group AG Registered office - Paradeplatz 8, 8001 Zurich, Switzerland and its’ affiliates
Taleo (UK) Limited Registered office - 78-586 Chiswick High Road, London W4 5RP, United Kingdom,
Cut-e AG Kleiner Burstah 12 Registered office - 20457 Hamburg, Germany and
Milch & Zucker The Marketing & Software Company AG Registered office - Küchlerstraße 1, 61231 Bad Nauheim