Beschreibung
IT Service Desk Manager required for a 3-4 month contract based in Dublin.
You will be responsible for managing the first and second line technical support for all departmental IT applications and services across sites, including end user computing.
To be considered you need to have previously managed service desk environments and teams for an organisation with global spread and ideally service desk agents spread across multiple Jurisdictions.
Also, experience being involved in introducing new systems and service desk tools would be ideal
Responsibilities:
- Own and drive the adoption and improvement of the ITIL processes through the Service Desk
- Responsible for measuring performance of the service desk and driving continual improvement processes
- Lead the Service Desk Agent team. Train, coach and mentor Service Desk Specialists (Level 1/2) including career development.
- Responsible for ensuring issues are effectively escalated to the Escalation teams as required in accordance with agreed Service Levels and ensuring communication with the end-user is maintained throughout the life cycle of an IT ticket.
- Perform regular ticket analysis, and provide forecasting to support growth and increases/changes on volumes of tickets, and distribution.
- Provide regular performance reports on the IT Service Desk.
Experience/Knowledge required:
- ITIL v3 Foundation certified
- Good customer focus, and excellent time-keeping is a key requirement of the role;
- Good interpersonal skills, with a focus on listening and questioning skills;
- Good problem solving abilities and ability to work under own initiative;
- Good written and communication skills in English;
- A recognised third level qualification in a computer related discipline is an advantage.