Responsibilities / Tasks
As Local IT Services Professional, your primary role is to provide End User Computing support and delivery of agreed services to the GEA employee base, enabling -
or collaborating with - the support delivered by offshored IT service Provider while assuring compliance with existing Service Level Agreements.
Manage the global and local service provider for the IT services outsourced operation enabling compliance with service level agreements.
Monitor aging tickets for local / cluster location(s) and guide the external service provider - and intervene where needed -
to improve customer service.
Act as escalation point - handle related escalations - and follow up on them with the outsourced partner until resolution.
Providing support and delivery of Corporate approved applications and services, including applicable Windows versions, Office, SCCM, Endpoint Encryption and Antivirus services.
Providing user support for Corporate provided mobile device hardware.
Develop all the necessary processes for controlling the provision of services and constantly improve them
Collaborate with peers in other locations to improve overall service maturity level within GEA.
Build and maintain strong relationships with business colleagues and key stakeholders.
Create and distribute relevant documentation, catalog processes and procedures
Plan and support the lifecycle (roadmap) for Local IT services.
Ensure the highly available operation in coordination with the IT & business areas
Adhering to agreed SLAs and metrics utilizing the ITSM platform (ServiceNow) for call management and escalation as appropriate.
Continuous service delivery improvement including process enhancements, documentation of remediation activities, user training -
face to face and group sessions.
Support of IT End Users relocation activities, including colleague moves, office relocations, integrations and closures.
Providing value-added service through Senior Executive Support, when required
Your Profile / Qualifications
Core competencies, knowledge and experience :
5+ years of progressive IT work experience including 2+ years in a technical desktop support capacity.
High customer orientation
Degree in the field of computer science, information sciences, or related field preferred.
Experience working directly with user / customer base, with ability to have a positive impact on activities from a distance.
Technical operational knowledge of common End User Computing standards and delivery methods, including Windows, Office products including Outlook and Skype, Endpoint Encryption and SCCM on different platforms.
Contribute to a Global, team-oriented, collaborative workplace.
Project & Business management skills &experience
Very secure and convincing approach as well as the ability to communicate appropriately to different target groups on all levels.
Must have technical / professional qualifications :
High resilience, joy in communication and moderation
Analytical, independent and structured approach
Self-Motivated with an ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work in an agile and dynamic manner.
Working knowledge of ITIL practices.
Strong verbal and written communication skills in English with an ability to present ideas in non-technical language.
Strong personal skills, with a focus on listening and questioning skills.
Proven analytical and problem solving skills.
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