Beschreibung
Profile description:Detailed conceptualisation of a group-wide global IT help desk and support organisation and implementation planning
Effort/Workload (%): 50 %
Location: Hamburg
Skills (needed):
Help desk & support Organisation design.
- Analyse current IT help desk & support organisational setup and roles on company/local level
- Develop delivery model (local, regional hubs, global)
- Define locations
- Develop organisation model and governance
- Develop roles and allocate responsibilities
Help desk & support Processes
- Analyse current processes, identify improvement potentials based on good practices (e.g. ITIL)
- Identify user groups, ticket quantities and categories
- Develop target IT help desk and support processes
- Screen and select suitable ticketing tool
- Define KPIs and measurement procedures
- Develop Service Level agreement (SLA) concept
Migration planning
- Develop and align implementation timeline
- Develop and align migration plan
Language (written/spoken): German; English
Other requirements: Consultant tasks/role
- Sparring Partner for internal initiative leader
- Provide Best Practices on Help desk & support organisation and processed design
- Member of the initiative/project team
- Operational project support, e.g.
* preparation of analyses
* evaluation/consolidation analyses results
* concept development
* documentation of project results