IT Client Services - French Team Leader - Madrid

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IT Client Services - French Team Leader

Michael Page


Personal Attributes
* Ability to effectively convey complex information within simple, high impact communication, at all levels of the organisation
* Team spirit
* Ability to prioritize whilst working under pressure
* Flexible approach to working hours
* Excellent communication and interpersonal skills
* Excellent customer service skills
* Good analytical and problem solving skills
* Fluent in English and French, good verbal communication skills
* Ability to work well under pressure, ability to work in a team environment
* Ability to work in a multicultural and international banking environment

Essential skills
* Strong Team leadership skills and experience in leading IT Service Desks teams
* Able to retain a loyal, committed team
* Good understanding of ITIL V3 principles
* Experience in processes & procedures writing
* Good understanding of services desk & desktops support service level standards

Desirable skills
* Background on Active Directory, Exchange and infrastructure
* Understanding of Microsoft operating systems and Microsoft Office products
* Knowledge of LAN/WAN, Client Server and other Network applications
* Active Directory
* SMS Software deployment tools
* Network share permissions
* Understanding of PC (client and server) hardware, peripheral devices
* ITIL V3 Foundation certification
* ITSM Remedy/Service Now experienced

* IT Client Services - French Team Leader (English + French)

Detalles del cliente
* The role is based in Madrid in the IT Service Center Center.

Descripción de la oferta
* Create shift rotas
* Manage holiday requests
* Manage timekeeping of agents and absence recording
* Mentor agents
* Manage on-going skills reviews

Escalation management & Communication
* Act as a point of contact for IT escalations from the business and for 1st/2nd line analysts issues or queries
* Take ownership of escalated customer issues through to resolution
* Cover major incident management when required
* Ensure a high level of reactivity and quality of service is provided to end users

Continuous Improvement
* Identify current issues and areas for improvement
* Identify traning gaps and provide regular training to staff to ensure excellent customer service

Good command of the French language is mandatory
Fluent English required

Oferta de empleo
* The candidate will be a member of the Paris CIB Service Desk Team within Desktop & Service Desk CIB France Client Services Service Management (CIB IT & Operations - ITO - Paris).
* The Client Services CIB Frances main function is to help IT infrastructure teams deploy IT solutions for a Banking Company users and help them meet their IT needs.
* Client Services CIB France teams are involved whenever the end user(s) or the IT solution(s) are part of CIB France or if the end user (s) is attending a FR location.
* The role is based in Madrid in the IT Service Center Center.
* Competitive salary

Funciones Profesionales

Detalles de la oferta
  • Experiencia: Más de 5 años
  • Tipo contrato: Indefinido
  • Jornada: Jornada completa
  • Honorarios: No especificado
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