Beschreibung
Service Manager - Deskside Support - German speakingService Manager for Deskside Support Objectives are to enhance the existing Deskside support team, enrich the End user support resources onsite and improve the onsite support capabilities. You will analyse & improve the Service Management processes for End user support. Also you will perform more interaction with end users on site to completely understand their concerns and obtain a complete clear view of all issues and requirements.
Duties: Manage the support for all Deskside service incidents/requests through to successful completion and user satisfaction using AGCS support tools. Regularly review performance and trends in response to incidents/requests of all types and to provide recommendations to the Team Lead for service improvement.
Act as a point of escalation between the business and SMO To work with vendors/AGCS to ensure Deskside service teams are supporting the business, reporting correct figures and adhering to SLA's To work with vendors/AGCS to ensure all centrally managed images are applicable to the needs of the business and that all applications are appropriately packaged and ready for use Regular updating of AGCS Knowledgebase for AGCS systems and processes.
Required Good all around knowledge of IT Knowledge of ITIL process flow IT Service Delivery experience 4 plus years in IT delivery organization Very good English language skills as well as German language skills.
Business & IT Expert, great communication skills both verbal and written, with the ability to tailor communication to the intended audience (AGCS end users & IT Management) Preferred skills 5 years HW/SW support Microsoft qualifications Ability to prioritize and work calmly in a sometimes volatile environment.
“Disclaimer: Montreal Associates (Systems) Ltd, in its capacity of Employment Agency for permanent recruitment and Employment Business for the supply of temporary workers, is firmly committed to the active promotion of equal opportunities and to ensuring an absence of any form of discrimination on any ground”.