Beschreibung
Objective:The Local User Support Officer is responsible for process support of the (key-) user / Site IT Contacts on operational level.
He / she is responsible for execution of the local IT tasks, although a lot of these activities can also be delegated to other local representatives per occasion (or ad-hoc replacement services of contracted external parties).
The other responsibility is support for the administrative management and execution wide processes for asset-, license-, software- and purchase management as extension to the Service Support Desk.
He / she guides the internal departments with explaining the correct processes, with coordinating activities which should be governed over different (internal/external) teams and he / she is always searching for improvements in the operational processes which can be automated (Self Services) or need to be escalated to Service Management.
It is the responsibility of the IT department to support these representatives with correct procedures and instructions.
To fulfill this function he / she needs to cooperate with the competence towers of C-ICT, internal customers / users, project leaders, internal delivery teams and external suppliers.
Performance Areas:
The Local User Support Officer is responsible for group / OpCo / site specific tasks related to IT Infrastructure Services. He / she will be an ambassador of IT towards the end users of the business groups.
Primary activities:
? Support of end-users in using the IT processes and / or products
? Motivate users to use servicedesk
? Management and operational support of local IT-systems and services under responsibility of internal / external delivery teams
? Responsible for physical access management to local IT rooms
? On request visual check of IT infrastructure on site (lights on check / normal state check / hands and eyes onsite)
? Patching of LAN /Telephony equipment
? Receive IT assets sent by post or delivered by courier
? Execution of (daily/weekly) routine activities for Local IT Infrastructure
? Relationship management and support of Local IT contacts / key users
? Guidance and support of user departments in using the correct processes and procedures for IT requests / incidents / questions
? Contact person for internal / external IT providers in case of onsite activities (scheduling of activities onsite)
? Contact person for internal / external IT providers in case of remote activities with impact on availability of services for this site (scheduling of
activities remote)
? Guidance of employees of external IT suppliers onsite
? Translation of communication from English to local language (German) and vice versa
? Define solutions / processes compliant to the IT security policies
Secondary activities:
? Second-level support for coordinating Incident Management activities from the SPOC
? PC support during incidents, changes or moves (where necessary)
? Support of Service Support Desk Officers
? Execute Service Support Desk processes
? Initiate Service Support Desk Improvement Projects
? Management and coordination of defined internal (standard) changes
? Coordination of local installation activities
? Coordination of change execution by external parties
? Other change requests for services managed by internal delivery
? Registration of activities in agreed tooling
? Update and maintenance of CMDB
? Periodic contact with- and operational support and guidance of Site IT contacts / key users for executing IT activities
? 1st level of escalation about incident / changes / other
? Execute (application) Test activities after changes within local or corporate infrastructure
? Data Maintenance of local configuration information (LAN patches, Telephone overview, user and cost center relations, user and IT asset
relations)
? Documentation management for the in-scope responsibilities and Tasks
Knowledge:
? Experience with the operational part of IT services (3-5 years)
? Overall knowledge of IT hard- and software
? Overall understanding of infrastructure services
? Good common sense understanding of specific business needs and operational requirements
? Working in projects
? Experience with both customer and internal IT delivery relationship Management
Skills:
? Quality drive, urge to help customers
? Taking initiative, being creative in solving incidents
? Work analytical
? Effective communication skills – both verbal and written
? Operational skills
? Autonomously in work, but able to work in teams
? Taking own responsibility