je.st
news
Service Desk Manager
2020-04-10 13:15:24| Space-careers.com Jobs RSS
At Serco not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world, we are innovators,committed to redesigning and improving public services for the benefit of everyone. Serco and Proud Make a difference every day. We currently have an exciting opportunity for a Service Desk Manager, based in North of Italy. Main Responsibilities We currently have an exciting opportunity for a Service DeskSPOC Manager, based in the North of Italy area, main duties are Be responsible for the day to day management of all incidents and service requests coming from the user community, internal and externals, covering a wide range of services. Ensure that all tickets are resolved within the defined SLAs, taking immediate action where needed. Ensure that all tickets are properly categorized, prioritized and dispatched to the appropriate level of support where needed, understanding the business impacts and needs. Maximise SD team efficiency by pushing all possible ticketscalls resolution at first contact, without escalating. Have a view and understanding on the requests from a business process prospective, and not limited to the technology. Develop and maintain a good knowledge of the services provided to the business, and their impact on business processes. Work closely with the relevant stakeholders to ensure that the highest quality of support is provided to the user community at all times. Monitor and Keep up to date the knowledge database. Monitor the team efficiency and expertise filling the knowledge gaps with specific training plans The Ideal Candidate The ideal candidate will bring University degree in one of the following fields Computer Science, Information Technologies, Mathematics, Physics, Engineering or related areas, plus four 4 years of work experience in a similar position. Alternatively, at least 8 years of proven professional experience in a similar position. Proven experience in MS Office configuration for enterprise deployment. Experience with ITIL and COBIT best practices. Experience with service management tools ServiceNow, HelpdeskAdvanced, Remedy or similar tools. Experience with intranets, extranets, Portals, and collaborative tools on the web e.g. virtual meetings, forums would be a definite plus. Experience with document management systems, OpenText would be a plus Ability to work effectively at all levels of an organization and to influence others to move toward consensus. Strong problem solving and troubleshooting skills with the ability to exercise mature judgment. Ability to work independently and manage multiple task assignments. Relevant ITIL and Project Management certifications are a strong asset. Strong analytical capabilities, allowing to analyse and critically reason on the requests and challenge where necessary. Sound knowledge of Microsoft Windows environment and associated tools, and of Office interapplication management. Excellent written and oral command of English. Knowledge of another EU language other than English is not mandatory but would be an asset. Capability of integration in an internationalmulticultural environment, rapid selfstarting capability and experience in team working are mandatory. Capacity of achieving schedule and milestones Capacity of working under pressure Important Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law. Applicants are reminded that they will be requested to produce such documentation during the recruitment process. Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. Data Protection When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time.
Tags: service
manager
desk
service manager
Category:Transportation and Logistics