About Majorel

At Majorel we design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands. We create amazing customer experiences that people value and we are proud of. By combining talent, data and technology we deliver real impact for our partners.

We serve customers across the world through our 82,000+ employees based in 45 countries in Europe, the Middle East, Africa, Americas and Asia in more than 60 languages. We support customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.

Majorel employees are differentiated by a particular kind of drive – we are always driven to go further to do the best we can every single day. We are relentless, resourceful, resilient, agile, energetic and focused and if you are too, we’ll provide you with an environment that will let you thrive.

Job summary

Responsible for managing the IT Service Desk Operations and assuring users are provided efficient and timely first level support on a 7×24 basis.

Main responsibilities

Responsible for managing the Global IT Service Desk Operations and assuring users are provided efficient and timely first and second level support on a 7×24 basis.
Perform staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required;
Manage the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities;
Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems including problem escalation procedures;
Ensure that weekly, and monthly statistics, status reports, and graphical reporting aids on helpdesk workload/performance are completed and continually modified to meet the needs of the department;
Coordinate training requirements of Service Desk personnel and knowledge transfer throughout the employee lifecycle;
Liaise with client, vendor and internal team regarding a project, initiatives and issues and represent Service Desk effectively
Participate in internal and external audit and certification;
Performed other duties and responsibilities as assigned by the Senior IT Management
Competencies and professional background

Educational Background:

College/Associate’s Degree in Information Technology or bachelor’s degree in related field

Technical Skills: (knowledge, experiences, IT tools/software, languages)

Minimum of 6 years of experience in a technical support environment or similar role and 3 years supervisory role
Must be qualified for the Level III Service Desk (Please refer to SD JD)
Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction as well as troubleshooting and problem-solving skills
Excellent and effective communication and presentation skills – written, verbal and remotely
Excellent interpersonal skills for establishing and maintaining effective working relationships
Ability to comprehend and resolve the problems experienced by staff using software application programs

Soft Skills:

Excellent Communication in German, English and Georgian.
Ability to multitask with a sense of urgency; maintain a positive attitude
Good planning, organizing, problem solving and time-management skills
Willingness and ability to respond to call-outs in the evening, nights, and on weekends.
Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.
Willingness to travel as required
Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed or observed while in the performance of duties

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