Advise and assist end users via telephone, email, or chat to resolve hardware, software, network, and peripheral issues.
Monitor Service Desk agent interactions and related tickets, ensuring timely and effective coaching to improve performance.
Provide onboarding support for new associates, including system access, laptop/desktop configuration, and security clearances.
Document service requests and dispatch orders to appropriate support groups for resolution.
Contribute to Knowledge Article updates and recommend process improvements.
Prepare and present quality indicators, reports, and business presentations (WBR/MBR) to Service Desk leadership.
Implement continuous improvement action plans to enhance the end-user experience.
Conduct calibration sessions with agents and staff to align on call guidelines and quality metrics.
Collaborate with Knowledge, Training, Quality, and Operations teams to drive results.
Participate actively in quality initiatives, team objectives, and ensure high-quality execution of the Quality Process.
Handle escalations efficiently and keep stakeholders informed.
You will be successful in this role if you have:
Languages: German (mandatory); additional languages are an advantage.
Experience: Minimum 2+ years of IT Service Desk Level 1 experience.
Education: Bachelor's degree in any field preferred.
Technical Skills:
Understanding of IT Service Desk Level 1 support processes.
Knowledge of Service Desk tools and applications (ServiceNow, Genesys, Power BI).
MIS reporting, trend analysis, and analytics.
Experience with sentiment analysis, speech/text analytics, and quality assurance with AI.
Able to create and update reports, interpret data, and identify trends.
Core Competencies:
Strong verbal and written communication skills in English and applicable languages.
Coaching and mentoring abilities to drive agent performance.
Highly resourceful, self-driven, and proactive with a strong sense of ownership.
Growth mindset with curiosity about improving processes and the working environment.
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 tenure
Last and foremost, a great team , also a lot of learning and training opportunities
#LI-KB2
Benefits
Health insurancePaid time offParental leave
Additional Information
What success looks like in this role:
We are seeking a proactive and experienced Quality Coach to ensure consistent high-quality performance within our IT Service Desk. This role involves monitoring agent interactions, providing timely coaching, and driving continuous improvement initiatives to enhance the end-user experience. The Quality Coach will collaborate closely with Service Desk leadership, training, knowledge management, and operations teams, preparing quality reports and delivering actionable insights. This role may also involve client interactions and active participation in quality initiatives.
Unisys · Budapest, Hungary