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Tag: service desk

Service Desk Operator

2020-04-16 14:17:31| 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 Operator, based in North of Italy. Main Responsibilities We currently have an exciting opportunity for a Service DeskSPOC operator, based in thr North of Italy area, main duties are Act as support for software and applications to all internal and external users. Manage incidents and service requests, user followup, issues diagnosis and resolution. Ensure proper issue and request tracking and documentation within ITSM tool. Manage user provisioning and deprovisioning, user permissions and access to systems and applications, in addition to all other client oriented requests. Ensure proper classification and dispatching of technical requests, and escalation of issues to other services, Customer reference staff or to external providers, when needed. Contribute to Continual Service Improvement, maintenance of operational procedures, evolution of the standard desktop environment. Provide quantitative and qualitative feedback at regular intervals to the Service Manager on the main issues encountered in the reported period. Contribute to keep the knowledge base up to date. The Ideal Candidate The right candidate will bring the following Postsecondary degree complemented by at least 1year education in computer science, plus three 3 years of work experience in a similar position. Alternatively, secondary degree with at least four4 years of proven professional experience in a similar position. Proven experience in MS Office configuration for enterprise deployment. Experience with ITIL best practices. Experience with ticket management tools ServiceNow, HelpdeskAdvanced, Remedy or similar tools. Experience with intranets, extranets, Portals, and collaborative tools. Knowledge of MS Teams and OpenText Content Server are a plus. Sound knowledge of Windows environment configuration and MS Office 365 core applications including Outlook within an enterprise deployment. Proactive and demonstrated problem solving skills. Ability to work independently and manage multiple task assignments. Very good understanding of the ITIL framework, ITIL certification is a definite plus. Passion for helping nontechnical staff, good and easy contact approach with user. 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 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 desk operator service desk

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

Agent, Service Desk

2020-02-03 10:14:09| Space-careers.com Jobs RSS

About us Its a great time to be part of the SES team We are the worlds leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit GEO and Medium Earth Orbit MEO. We provide a diverse range of customers with global video distribution and data connectivity services through two business units SES Video and SES Networks. Our global team works collaboratively to make a significant, and often lifechanging difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide. Agent, Service Desk Germany Munich Unterfhring You will be working within the Global Support department who are responsible to provide 247 first level support for all office IT systems and base applications deployed within SES and to act as one of the local points of contact. You will work in close collaboration with IT Operations, Business Applications and all 3rd level Engineering teams. various areas and activities for Service Desk Telephony setup, registration, voice mail, deployment, Printers supply management, MDM Airwatch Account creation, Secure Content Locker, Mobile device setup, Active Directory Accounts, Resets, New Usertransferleave, access rights, Security Bitlocker implementation and key management, Offline Scans, Certificate renewals, McAfee, Security Incidents, Proxy PW management, RSA Token management, first level network support, Computer configuration, deployment, exchange, and disposal, Peripherals, Password resets for all kind of Apps, Software configurations Notes, Citrix, BPC, Polycom, VPN, PowerBI, Lotus Notes email, db, quickr, meeting manager, OnTime, Polycom VTC rooms, computer, mobile device, first level support for OneSatPlan and other inhouse developed software. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Ensure Incident logging and resolution, escalation to next level Ensure fulfillment of Service Requests Actively participate to the Lifecycle management of all End User Computers including Deployment, Maintenance, Renewal, Disposal Management Responsible for Desktop Software Lifecycle management and 1st level application support for all IT maintained and supported desktop software approved by the business Management of computer peripherals local stock control and distribution among end users Ensure Video Conferencing Support in collaboration with Facilities Management Provide remote user support through appropriate technical tools Actively participate in keeping the Service Desk knowledge base up to date Train and mentor more junior Service Desk specialists Ensure adherence ofto all IT service management processes according to official policies and agreed SLAs Act as focal local point of contact for escalations from other locations And any other tasks assigned by direct manager COMPETENCIES Ability to work internationally in a matrixmanaged, resultsoriented environment Ability to develop workable solutions in pressure situations Ability to work autonomously and deliver results, even under tight deadlines Strong analytical and problemsolving skills ability to interpret complex technical issues Excellent written and verbal communication skills and with a strong customer focus Selfmotivated and demonstrate an achiever mentality QUALIFICATIONS EXPERIENCE Education in Information and Communications Technology ICT, Computer Science, Computer Engineering or equivalent minimum 2 years Good knowledge of fundamental operations of software MS OfficeWindows 710, hardware laptops, PCs, phones, printers, scanners, and other equipment Experience with ITSM tool ServiceNow, BMC, HPSM, Fluency in English German. Any other language is considered as an asset OTHER KEY REQUIREMENTS COMMENTS Key performance indicators Average time to resolve incidents over period Average time to implement requests over period Average time to implement changes over period Main interfaces to other departments Security function Internal and external customers Business IT Volume Drivers Number of incidents, new requests and change requests Technology changes e.g. new tools and systems Whats in it for you? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity! Apply HERE

Tags: service agent desk service desk

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