Its Group Benelux
il y a 1 semaine
Overall purpose of the job
Be the single point of contact for users in country of operation for all IT related issues. Ensure all incidents and requests follow group processes and are logged in Cherwell with a unique reference number provided. Minimise the impact of IT incidents by resolving first time where possible and involve appropriate IT resources if incident or request falls outside of direct responsibility or skill set. Ensure IT services are in line with Service Level Agreements and meet or exceed business expectations.
Tasks
Minimise the impact of incidents by resolving first time when possible (target >60%)
Involve appropriate IT resources in incidents and requests when issues fall outside of Service Desk responsibilities or skill set
Maintain a high level of customer awareness and focus by communicating regularly with other Service Desk team members and IT teams
Ensure service is delivered in accordance with SLAs
Escalate incidents and / or requests to the Service Desk Team Leader or Country Operations Manager when required
Contribute to performance against Service Desk KPIs detailed in the Global KPI Score Card
Use, promote and contribute to the Global Knowledge Base
Be proactive in preventing incidents where possible, react to monitoring alerts from Solar Winds or other tools efficiently
Provide input to incident and service reviews to the Country Operations Manager when requiredContribute to the ongoing development and administration of the Service Desk call logging software (Cherwell)
Ensure Service Desk processes are adhered to within the requirements of Internal Audit
Contribute to the ongoing development of Service Desk processes.
Minimize unresolved Service Desk calls
Manage the Service Desk mailbox in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficiently
Contribute to projects as required by the Country Operations Manager
Contribute to the ongoing development of Service Desk reports in line with changing needs of IT and the business
Personal qualities / Experience required
Customer focused and service orientated
Excellent communication skills (language specific French); also must be able to communicate well in English (verbally and written)
Excellent interpersonal skills required; able to work well in the overall team
Aware of the importance of SLA's and Key Performance Indicators (KPI's); experience of performing in line with documented SLA's
Solid understanding of how IT infrastructure components support the business
Pro-active style
Positive attitude
Articulate and methodical
ITIL support and delivery processes (desirable)
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