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Service Desk Manager (Osaka)

ポジション名: Service Desk Manager (Osaka)
雇用形態: 正社員
勤務地: Osaka
職種:
給与: 6 - 8 Million Yen Annually
開始日: ASAP
リファレンス: 738434
担当者名: Manasvi Mehra
連絡メールアドレス: manasvi@visionconsulting.jp
求人公開日: July 04, 2018 15:33

求人要項

  • Ensure smooth delivery of Service Desk operations from all locations
  • Establish and communicate Help Desk Support strategies.
  • Educate all worldwide sites on the latest IT infrastructure support process and Service Level Agreements.
  • Ensure compliance to IT policies, standards, practices, and security measures to ensure effective and consistent information processing operations and to safeguard information resources.
  • Administer department expense budget and related project budgets within budgetary guidelines to contribute to cost-effective operation of the corporation.
  • Ensure recruiting and technical training plans within the various IT disciplines take into account the skill requirements for potential future strategic initiatives.
  • Lead in the creation and management of the architectural process and governance mechanisms for the IT Call Center.
  • Owns key measurements, Service Levels and critical deliverables related to Service Desk
  • Manage flawless execution of VIP user tickets and take complete end to end ownership of VIP user tickets
  • Single point of contact for all SD related escalations
  • Ensure planned proactive services are performed.
  • Initiate service improvement plan (SIP)
  • Initiate continuous improvement plan (CIP)
  • Responsible for training needs identification for the team and get their team members trained on the same
  • Responsible for managing & tracking of Attendance, Performance, and individual KPI contribution and coming up with a stack ranking
  • Supervising performance of the team and responsible for their skill enhancement
  • Ensure compliance to IT policies, standards, practices, and security measures to ensure effective and consistent information processing operations and to safeguard information resources.
 

Required Skills

1. Bachelor degree Computer Science or equal

2. Minimum 7 years of experience in Service Desk.

3. Previous Service desk manager (telephone support) experience.

4. Excellent telephone manner.

5. Strong working knowledge of Microsoft based operating systems with emphasis on

Windows XP, Windows Vista, Windows 7 and Server 2003/2008.

6. Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Access,

Outlook)

7. Some TCP/IP experience.

8. Basic understanding of PC hardware set-up and configuration.

9. ‘Hands on’ approach and a willingness to learn.

10. Flexible, pro-active approach