Dutch Speaking Service Desk Team Leader

Stack

Responsibilities

• ▹Highlight risks, customer issues, and operational challenges to the Supervisor
• ▹Monitor call/ticket quality, analyze performance, and identify training needs
• ▹Provide coaching, mentoring, and day-to-day guidance to Service Desk agents
• ▹Handle escalations and provide advanced technical and procedural support
• ▹Monitor queues and SLAs to ensure timely resolution of tickets and requests
• ▹Contribute to process improvements, knowledge base updates, and quality initiatives
• ▹Support troubleshooting and ticket handling, ensuring proper documentation
• ▹Collaborate with teams and participate in internal and client-facing meetings

Requirements

• ▹Experience as a Senior Service Desk Agent or similar role
• ▹Strong English and Dutch communication skills
• ▹Knowledge of Avaya systems and ticketing/logging tools
• ▹Basic ITIL knowledge (certification preferred)
• ▹Good understanding of MS Office, especially Excel

Nice to have

• ▹ITIL certification

Soft skills

What we offer

• ▹Hybrid working supported
• ▹Monthly gross 44,200 HUF cafeteria regardless of weekly working hours
• ▹Home office allowance
• ▹Generali Premium health insurance package after 6 months of tenure
• ▹A great team plus learning and training opportunities

About the company

The role sits within Unisys' international customer service organization, which provides technical support to global clients.