Beschreibung
This is a hot role with immediate interviews available.
Our client, one of the largest IT Services company requires a Service Manager for End User Computing (Workplace AVC) Support (in Munich) you should have:
To be considered for this role you should have all-around knowledge of IT
- Knowledge of ITIL process flow
- IT Service Delivery experience
- Hands on experience in IT delivery organization
- German & English language skills in business & IT
- Excellent communication skills both verbal and written, with the ability to tailor communication to the intended audience (AGCS end users & IT Management)
Preferred skills
- Hands on Hardware/Software support
- Microsoft qualifications
- Ability to prioritize and work calmly in a sometimes volatile environment
- A proactive and assertive work ethic
Job Responsibilities:
To manage the support for all Virtual Client (AVC) service incidents/requests through to successful completion and user satisfaction using AGCS support tools
To regularly review performance and trends in response to incidents/requests of all types and to provide recommendations to the Team Lead for service improvement.
To act as a point of escalation between the business and IT
To work with vendors/AGCS to ensure EUC service teams are supporting the business, reporting correct figures and adhering to SLA's
Regular updating of AGCS Knowledgebase for AGCS systems and processes
Coordinate with Supplier (AMOS)
Escalation coordination
Prioritise Severity and criticality of tickets when Supplier does not correctly
Relationship with Virtual Client Escalation Engineering team -
Onsite incident coordination
Root Cause Analysis
SPOC for Workplace Incident Management
User Forum monthly aligned with Supplier Customer Information meetings
Coordinate Incidents and manage all the way through to RCA
A Regular customer alignment meeting with other OE's
Chair for weekly meeting alignment meetings with IT senior management