Knowledge & Incident Technical Manager with English
Position Level:
First Line Manager, Manager
IT, Outsourcing Industry, Administrative and office, Contact centers , Engineers, Management & Business development
Job Type:
Permanent placement, Full time
For one of our clients, an innovative and leading company specializing in client services, we are looking for:

Knowledge & Incident Manager with English

Main responsibilities:
• Monitoring progress and learning processes by keeping track of engagement, project outcomes, and other metrics;
• Providing real-time assistance for Technician and Analysts and providing relevant coaching, training, and support to champion a knowledge management culture;
• Monitoring call lengths and open aging incidents to identify those that have exceeded the L1 process time threshold and offer real-time assistance;
• Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company's incident response process;
• Review and approve incident escalations and assignments outside of the Service Desk. Ensure appropriate documentation and assignment group.
• Responsible for the knowledge base.

Our client offers:
• Excellent salary;
• Additional healthcare insurance,
• Gift vouchers
• Sport card discounts;
• Standard working time (Mon – Fri);
• Opportunities for a long-term professional career;
• Entitlement to company internal training and development accordingly to global standards;
• Great office location.

This would be the right role for you if you:
• Fluent English ;
• 2+ years of experience in providing IT Service Desk support to end-users;
• 1 – 2 years of experience as a knowledge manager or an equivalent role;
• Technically proficient and adept with basic software and hardware troubleshooting processes.

We are looking forward to meeting you!

All applications will be treated strictly confidential.
Only short-listed candidates will be contacted.

At HRS, we believe the right job can transform a person's life and the right person can transform a business. We're passionate about connecting our candidates with the right job for them. You are not an exception!

The extensive experience in the human resources industry under our belt has given us valuable insights and extensive knowledge of the corporate cultures and thus enabled us to locate the best candidates for our clients
Your Consultant:
Silviya Bogoeva
Junior Recruitment Team Lead