Job expirat
For our client, a multinational food company based in Switzerland, we are recruiting a Service Desk Manager in Bucharest.
Do you have excellent organisational skills and the ability to create and lead a team?
Do you want to work in a multicultural environment on an international project?
If so, we’d love to hear from you and we invite you to consult below the selection criteria for this job.
Job Description
Service Desk Manager for a Tier 1 help desk, responsible for building and managing a service desk team providing inbound and outbound support, responsible for a 12/7 call center operations, supporting windows and office systems.
Key Tasks and Responsibilities
Use, manage, maintain and change the ServiceNow help desk ticketing database to resolve SRs, input new solutions into solution software and follow-up on customer inquiries
Create and maintain Standard Operating Procedures and Emergency Action Plans for crisis management, disaster recovery, emergency operations requirements, and fail-over management
Assist Program Offices in developing standard resolutions for common user problems
Maintain, update and enhance existing tools for the SRC and related functional tools in support of the transportation application customers
Regularly review and recommend Knowledge Database cleanup to ensure performance is optimal and data is easy to find, useable and is not redundant
Develop and conduct training for SRC Customer self-service website and ServiceNow ticketing software
Maintain hardware and software inventory, warranties, maintenance support agreements, software licensing and accountability for equipment purchases/upgrades
Certification Requirements
ITIL Foundation certification
HDI Support Center Manager (SCM) or Support Center Director (SCD) certification is a plus
Other Requirements
ITSM software experience is mandatory.
ServiceNow experience
Experience in food industry is nice to have
SAP knowledge is nice to have
Ability to lead a multi-disciplined team, along with skills in analysis, problem solving, communication, coaching and organizing
English speaking – Any other language is nice to have
A key-role in a multinational environment
Excellent compensation and benefits
Agentie web de recrutare pentru piata TIC si specializata pe tehnologiile web 2.0, People Centric depaseste barierele recrutarii si ofera in plus o echipa de consultanti cu dubla specializare in resurse umane si IT si instrumente recrutare in mod Saas dedicate, care permit clientilor sai sa fie productivi in actiunile lor de recrutare IT, dar si sa-si dezvolte propria marca de angajator si imaginea de recrutor.
