Team lead Service Desk in Saltivskiy m’yasokombinat

SMK Group is a business uniting distribution, brand trade and production. We are actively scaling up and building system internal processes.

Now we are launching the first line of technical support and are looking for a Team lead Service Desk who will become the architect of this direction: build processes, prescribe work standards and form a team of specialists.

The main tasks of the position:

Start and lead the first line of technical support: build a system for receiving and processing requests, write scripts, regulations, knowledge base, ensure stable support work for the entire group of companies.

Area of responsibility

• Organization of the work of the first line of support
• Acceptance, control and distribution of appeals
• Primary diagnosis and resolution of incidents
• Administration of accesses (Active Directory)
• Support of workplaces, peripherals, cash register equipment
• Escalation of complex cases to the second line
• Development of communication scripts and service standards
• Formation and filling of the knowledge base
• Control of application deadlines and preparation for SLA implementation

Performance indicators

• Speed of initial response
• % resolution of incidents on the first line
• Number of closed applications
• Filling and updating the knowledge base
• Absence of justified complaints from users

Requirements for the candidate:

• Expert knowledge of Windows 10/11, MS Office
• Basic knowledge of 1C, Odoo, IT-Enterprise
• Understanding of TCP/IP
• Experience of working with Active Directory
• Skills of working with ticket systems
• Remote support experience (AnyDesk, TeamViewer, RDP)
• Strong communication skills and empathy
• Resistance to stress
• Analytical thinking
• Systematic and responsible
• Experience is optimal - 2+ years in Service Desk / Helpdesk
• Experience in large companies or retail will be advantage
• Ukrainian - fluent, English - basic (A1/A2)

We offer:

• Opportunity to build a direction "from scratch"
• Real influence on the company's IT processes
• Stable work in a large company
• Competitive payment and timely payments
• Professional development along with scaling of business
• Location: Kyiv, Pivdenna Borschahivka
• Format: for the trial period only office, then hybrid/telecommuting is possible
• Schedule: Mon–Fri (08:00–17:00 or 09:00–18:00) or variable (day/night/48)
• Trial period — 3 months

If you are ready to create a systematic and effective support service - we would be happy to meet you.
Send your resume and become part of the SMK Group team.