RESPONSIBILITIES

Additionally to Service Desk Level 1 agent:

• Senior Service desk consultant shares and gains the knowledge with and from other colleagues by using company intranet, knowledge database, presentations, events and seminars organized by the company, etc.;
• Senior Service desk consultant is obligated to analyze existing conditions of internal work, processes and procedures, tasks related with provision of services to customers or end–users and come with proposal how to improve these things;
• Senior Service desk consultant supervises the daily work of Service desk consultants and Junior Service desk consultant and assigns tasks to them;
• Senior Service desk consultant makes necessary trainings for Service desk consultants and Junior Service desk consultant in case there are changes in the daily tasks for them;
• Senior Service desk consultant works as a Mentor for Junior Service desk consultants, helping them to go through On-boarding process during their 1 month of employment;
• Senior Service Desk consultant monitors other Service Desk Consultants availability and time usage during a shift and has the right to ask for explanation from other Service Desk consultants in case of lateness or other unregistered absence.

REQUIREMENTS

• Fluent English (C1) and Latvian Language;
• A communicative personality;
• Completed secondary school;
• ITIL Foundation Certification (preferable);
• IT education (preferable).