- 非公開 No.IF190905
- 1． Manage and improve the performance & competitiveness of the regional ITS ServiceDesk.
2．Vendor and contractor management.
3．Maintain high level of Data integrity around user and asset inventories.
4．Implement, deploy and operate global processes and tools.
5．Provide effective SPOC of ITS services for the regional business.
6．Ensure efficient management of incidents and problems generated at the ServiceDesk including escalations.
7．Perform root cause analysis of problems – Continual Service Improvement.
8．Harmonize of End Users services across the region.
9．Provide transparent and effective communication to the business functions.
10．Define and maintain SOPs and quality standards.
11．Manage the development of contracted staff and the services they provide.
12．Provide adequate reporting of ServiceDesk functions to demonstrate meeting SLA.
13．Develop training and on boarding programs that meet business needs (End user training programs).
1．Bachelors degree or equivalent experience required in IT Services and technologies.
2．Excel, SQL data base skills for interpreting and managing inventory Data.
5．Project Management Certifications.
6．Minimum of six years’ experience in a help desk or front-line team leader support role as well as experience in running a service desk.
7．Microsoft Office support experience required particularly with Microsoft Outlook and remote support.
1．Manage budgets and asset inventories including databases such as Active Directory, Asset management, SCCM.
2．Has strong business communication skills.
3．Demonstrates business networking skills.
4．Excellent troubleshooting skills required.
5．International people management.
6．Fluent in English.
7．Document writing skills.
8．Multimedia skill set - ability to produce training programs.