Magdalena Sendor

-leading the multilingual team of IT Analysts
-deliver service and report monthly performance in accordance with the Service Level Agreement
-maintaining good working relationships with customers, process owners and other SSC teams
-ensuring customer’s satisfaction
-improving operational effectiveness and efficiency of team members; creating process improvement plan
-updating the SOP and training documents accordingly to the changing procedures; ensuring that all documentation is up to date
-ensuring that all information is distributed to the team members; organizing regular trainings for the team
-leading the weekly and monthly meetings
-roster planning and shift management
-conducting performance audits on daily, weekly and monthly basis
-leading job interviews and trainings for new joiners

-work on daily, weekly and monthly reports and statistics of IT service desk
-work on technical audits of the support
-leading the process of TCO (total call ownership) of service desk
-creating service improvement plans and activities to increase efficiency and effectiveness of the support
-handling and coordinating the French support line
-cooperating with French customer providing level 1st and 2nd of support for different applications in IT, environment like VPN, Outlook, MS Office, BB etc…
-knowledge transfer to new joiners

-providing IT support for French speaking users (via phone calls, e-mails and web e-forms)
-investigation and diagnosis, troubleshooting of reported issues and resolving as per FCR
-giving required support efficiently and effectively according to the process; searching for the best solutions
-alerting specialist support groups; escalating issues according to the procedures
-incident classification; evaluating complexity, impact and priority
-logging every support request in the ticketing system. Documenting in details all issues and troubleshooting steps taken
-ensuring follow up of all issues; giving regular feedback to the user