от компании (организации): Kelly Services в городе (населённом пункте): Москва, Россия
в отрасли экономики "Информационные технологии, интернет, телеком" → "Сетевые технологии"
с заработной платой: по договоренности
Вакансия № 16582045 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Среда, 28 августа 2024 года.
Дата обновления вакансии № 16582045 на сайте Работа в Москве и Московской области (МО, Подмосковье): Вторник, 24 сентября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 16582045 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
не требуется
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: Service Desk Manager
Job Purpose
A service desk manager Job purpose is:
Managing the first- and second-line technical support for all IT applications, multi-function, networking, infrastructures IT equipment and end-user computing as well.
Liaising with other support teams (global, regional or local), vendors and other IT Organization teams via escalation while improving collaboration;
Main Duties/Objectives
The main duties/objectives are to keep the organization’s IT systems running smoothly. which includes:
Serving as SPOC
To own every ticket raised and follow its lifecycle from beginning to customer confirmation that it is resolved satisfactorily.
This includes pointing the tickets to specialized teams and or vendors and manage the follow up and communications until ticket closure.
The success key here is to follow, develop and implement effective processes and procedures to ensure consistent delivery of service and support in respect of organization’s security policies/requirements.
Resolving Technical Issues
To focus on resolving technical issues related to the different services the organization supports. This includes incidents, problems or known errors.
The success key here is to provide end-users with a first contact resolution where possible.
Providing Requested Services
To fulfill services requested - and train the team to provide patient, yet helpful advice to users, from novice to expert and to:
- Providing the product or service requested;
- Granting, restoring, sharing or removing accesses;
- Performing the action requested.
The success key here id to provide knowledgeable and applicable advice to users in a welcoming and professional manner. Communications are regularly monitored to make sure they are free of disdainful, ill-mannered or thoughtless attitudes.
Leading the Team
To supervise the team which means to work with HR to recruit and screen applicants and participate in the interview process.
To ensure a smooth on-boarding via induction and specific training to help the new entry owning the role autonomously as soon as possible.
To monitor the team’s performance, conduct employee reviews, give out feedback and make himself available for questions and concerns.
To help developing guidelines and procedures to improve the quality of support the team delivers.
To foster collaboration among the team members, local/regional/global IT Teams, and business users.
Managing Schedules/Shifts
To prepare work schedules and verify that sufficient analysts are available to handle internal and/or external inquiries and a fair workload distribution is in place;
Improving Support Continually
To identify the gaps in the support process and amending it accordingly
Requirements:
- Proven work experience as a service desk manager
- Hands on experience with service desk and remote-support software
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
- Industry-relevant certifications (ITIL minimum)
- BSc degree in Computer Science, Information Technology or relevant field
Service Desk Implementation
Hands-on leading ITSM implementation using Service Desk Plus or similar products in scope items and supporting major cutovers/migration/rollout:
- ITSM implementation experience
- Development of MVP processes for hardware / software inventory management (CMDB)
- Workflow design and update of service offerings, catalogs, incident, change, service requests, problem, security incident and major incident management flows
- End to end workflows, dashboard results, SLA results, and various other reports and KPI
- Define Knowledge database approach and train teams to develop KB articles
- Develop RACI chart for all in scope services, modules, teams and queues
Откликнуться на эту вакансию: Service Desk Manager
Предыдущая вакансия:
Вакансия № 16582032 на должность Секретарь руководителя от компании Фонд социального страхования Российской Федерации в городе (населенном пункте) Москва