user help desk team leader

Overview

Nice to see you here!!

As you know on July 1, the first major step towards a more agile, specialized and innovative management model was formalized. A model designed to better respond to the technological challenges of the Group, our customers, agents and employees.

We are excited to announce an open position at GOSP. We are seking a highly motivated and skilled individual to join our diynamic team in Spain. We tell you a little more about GOSP .

GOSP - Generali Operations Service Platform has the purpose is to accelerate the Group's innovation and digitization strategy through the Cloud and shared platforms. Based in Italy it has 7 branches across Europe and employs about 1.200 people.

Our team in Spain integrates the experience of our professionals and reinforces our commitment to technology, innovation and efficiency.

This is a fantastic opportunity to grow your career and make a significant impact within our organization.

Would you join us?

Position

User Help Desk – Team Leader

Workplace - User Help Desk Spain

The UHD team leader will report to the Workplace Manager in Spain, working in an international team and taking care of the implementation and excellent service to the users of our services in Spain. He will be in charge of the coordination of an internal team and the management and control of external suppliers.

What we offer

We offer you stability from day one, with an indefinite contract, so you can concentrate in what motivates you.

Our schedule is flexible and you will have the possibility of working more than 50% of the day in remote.

• You will enjoy an extra remuneration package as our model includes health insurance for you and your family, pension plan, and financial assistance for food;

You can also request flexible remuneration to access other services such as childcare, transport card or training grants.

You will have up to 30 working days of vacation to disconnect and return with your batteries charged (including holidays, days of free disposal and corporate holidays).

The head office, in Spain, is in Barcelona, although we also have offices in Bilbao and Madrid. In addition, if you work at the headquarters in Madrid and Barcelona, you will have a gym where you can

You will participate in an international and transversal environment with the possibility of working in projects with different teams and countries.

We care about your development and that is why we have an interesting package of Continuous training, to help you give a boost to your professional career

We tell you what we are looking for. The most important thing for us is to know and discover your skills!

And if you have been left wanting to know more and you wonder : what will my day-to-day life be like?

Key Responsibilities

You will lead the employees of the User Help Desk (UHD) and promote their qualification and further development

Responsible for the provision of services within the UHD and thus essentially for the quality of workplace services for our customers

Competent contact person for our customers in questions of service quality and the implementation of service requirements

Responsible for the development, control and evaluation of key performance indicators (DL contract, customer SLA)

Ensuring user satisfaction with IT support services is an essential part of your job

They shape the strategic orientation of UHD and further develop the sourcing strategy

Manage our external service providers and the corresponding contracts

You will systematically develop the automation of service processes (chat / voicebot) and thus continuously increase the self-service rate

You will be responsible for ensuring SLA compliance with our customers as well as monitoring the service provider SLA

They create the framework conditions for the implementation of projects and innovation measures

Responsible for planning and controlling the budget during the year as well as compliance with performance and quantity agreements as part of cost and service allocation

Requirements

University graduate in Computer Science or comparable fied.

At least 3 year working experience in similar position.

Spanish and English working proficiency. Other languages is a plus.

Soft Skills :

Solution-oriented professional and characterized by a willingness to cooperate,

Ability to work in a team, managing different aspects / concepts simultaneously.

Strong motivation.

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