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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

 

IT Service Delivery Manager

2020-04-10 11:15:12| 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 an IT Service Delivery Manager, based in the North of Italy. Main Responsibilities The IT delivery manager is responsible for the implementation and management of quality of the IT services provided to customer under contractual conditions, the main duties are Coordinate all activities to ensure the required standard of service is achieved and maintained. Grow services in order to meet clients and expectations, whilst maintaining strict budgetary control in line with Client requirements. Ensure that all Customer regulations and policies are followed. Undertake regular meetings with Customer as set out in the Contract to ensure effective and meaningful lines of communication are maintained. Monitor standards of operation, ensuring that the required standards are achieved and maintained. Where variances do occur, ensure written explanations are provided to justify these and to implement required action plans to ensure correction where appropriate. The Ideal Candidate The right candidate will bring University degree in one of the following fields Computer Science, Information Technologies, Mathematics, Physics, Engineering, Business Administration, Business Management or related areas. At least ten 10 years of work experience, within Service Management and IT Delivery. Proven experience of Service SupportService Delivery related activities with the ITIL framework including ITIL V2, V3 or V4 methodology. 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 delivery service delivery

 
 

Oilfield Service Companies Cut Jobs, Brace for Bankruptcies

2020-04-07 23:30:00| OGI

Eight oilfield service providers, with a total of $10.9 billion in debt, have filed for bankruptcy this year, including three since prices fell to $20 a barrel in early March.

Tags: service jobs companies cut

 

Bobst providing support with remote assistance service

2020-04-07 15:29:00| Label and Narrow Web Breaking News

Bobst's Helpline service allows companies to tackle fault-based downtime faster while still allowing as many staff as possible to self-isolate.

Tags: service support providing assistance

 

KT to build IPTV service for 3BB TV in Thailand

2020-04-06 10:00:55| Digital TV News

KT (KRX: 030200; NYSE: KT) has announced the signing of a contract with Thailands 3BB TV to provide an IPTV service to the Southeast Asian kingdom. 3BB TV will combine its Triple T Broadband internet connection with the IPTV service.

Tags: service tv build thailand

 

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