German-speaking Service Desk Team Coordinator at Unisys · Budapest

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.

Key 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

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Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.