Support the Supervisor by highlighting risks, customer issues, and operational challenges
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, ensuring timely resolution of tickets and service requests
Contribute to process improvements, knowledge base updates, and quality initiatives
Support troubleshooting, ticket handling, and ensure proper documentation
Collaborate with teams and participate in internal and client-facing meetings
You will be successful in this role if you have:
Experience as a Senior Service Desk Agent or similar role
Strong English and Dutch communication skills are required
Knowledge of Avaya systems and ticketing/logging tools
Basic ITIL knowledge (certification preferred )
Good understanding of MS Office, especially Excel
Personal Attributes:
Customer-focused with a proactive, solution-oriented mindset
Strong coordination and multitasking abilities
Comfortable working in a fast-paced, changing environment
Good stress management and resilience
Strong analytical, communication, and coaching skills
Team-oriented with the ability to work independently
What do we offer?
Hybrid working is supported
Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
Home office allowance
Private Health Insurance Generali Premium Package provided for all Unisys associates after 6 months of tenure
Last and foremost, a great team, as well as a lot of learning and training opportunities
#LI-AB1
Benefits
Health insuranceParental leave
Additional Information
What success looks like in this role:
The Team Coordinator supports the Service Desk Supervisor in improving team performance, technical knowledge, and service quality. The role also acts as a senior point of contact for agents and may handle tickets or calls when needed.
Unisys · Budapest, Hungary