English Speaking Scheduler - On-site Coordinator

Location: Hungary - Budapest | Job-ID: 211936 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Your future tasks will be…

On a daily basis:

• Ensure to keep the agreed KPIs (SLA/ OLA)
• Incident and Request Management: monitor tickets in queues owned by Computacenter and handle tickets in scope: prepare and update as per actions taken, engage engineer and contact user(via chat/email) in case it is needed
• Asset Data Handling: create & update asset information, create &complete asset data when information is missing or wrong, furthermore: monitor end to end asset life cycle, clarification case handling, data discrepancy handling, closely working together with partner engineers and client contacts
• Ticket status monitoring and managing in line with company processes to ensure customer demands are met and involve management if required
• Schedule the resources to meet the KPIs and keep efficiency and productivity
• Quality check and processing of incoming requests (e-mails, phones or any other agreed channel) via ticket tools according to agreed KPIs (SLA/OLA) based on predefined Standard Operating Procedures
• Maintain and improve customer satisfaction providing consistent customer experience
• Ensures continuous high-quality customer service is provided by the team
• Schedule the resources to meet the KPIs and keep efficiency and planning rules
• Identify own development needs in line with business objectives and assist in development of team members
• Mentoring and training of team members
• Contributes actively the continuous development of the team
• Create and maintain of team shift plans if requested
• Acting as deputy of the Team Leader when required
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation

You are the ideal candidate if...

• You have minimum 1-2 years’ experience with Customer service and confidence in communication with internal and external customers.
• You are fluent in English.
• You have a detailed understanding of IT support and IT Service Management Tools (preferably SNOW)
• You are SLA and OLA orientated and can prioritize on urgency and requirements.
• You have a good working knowledge of Windows, MS-Office.
• You are independent, result-oriented and structured work under pressure.
• You are able to work as team player, able to learn new tasks/areas quickly and willing to progress.
• You are able to follow instructions and procedures.
• You have organized approach to work with excellent administrative skills.
• You have strong communication skills with a proactive approach to solutions.
• You have analytical skills to analyse data and mentoring skills.
• You are able to setting examples to the colleagues on junior level, and being able to impart knowledge and support.

What can we offer to you?

• Language courses & talent programmes
• Training opportunities & Stable Career Path
• Rewards & Bonuses
• Team competition & Process optimizing
• Fun & Diverse atmosphere
• Home office & Flexible scheduling
• Be part of a winning team with a clear purpose and a strategic plan in place 
• Opportunity to work on projects involving different teams and business areas
• Medicover private health care package and cafeteria benefits (yearly gross 480000 HUF and after the first year spent within the company, it grows to gross 750000 HUF)

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter