German-speaking Service Desk Team Coordinator

Responsibilities

• 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 German 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 tenure
• Last and foremost, a great team, also a lot of learning and training opportunities
• #LI-KB2

Benefits

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.

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Company Intel

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