BASIC FUNCTION:
Service Desk Operations is based on ITIL (IT Infrastructure Library) best practices and incident management lifecycle. The Service Desk is responsible for incident, problem and change management functions; creating, maintaining and adhering to defined processes outlined by ITIL. Service Desk Operations is the account manager for the outsourced services for Help Desk and Break Fix that are performed by Synergy. The Service Desk also has ownership of Asset/Configuration Management and the Technology Infrastructures Service Catalog
RESPONSIBILITIES:
This role will take ownership of all high severity incidents; communicate, escalate and determine root cause. All high severity incidents will be managed until root cause is determined and all remedial tasks are completed. The Incident Manager develops incident management process and procedures for new departments being added to our current process. Further to this, the incident manager will also take a lead in defining, implementing and maintaining the procedures and standards for the Help Desk/Break Fix and will manage the vendor to our Service Level Agreements.
Ensure robust incident management procedures and standards are in place. Oversee the documenting of these procedures/standards and communicate them effectively to everyone involved
Ensure compliance with ITIL framework
Lead the incident management strategy and ensure everybody adheres to its principles.
Regularly review all processes, take corrective action when necessary
Liaison with our outsource vendor (Synergy) for Help Desk and Break Fix services.
Oversees, plans the structure and ensures the Help Desk processes are optimal to service our customers at a very high level.Chair daily, weekly and monthly meetings with different departments within Technology Infrastructure and Operations. Policy Creation/Enforcement
BASIC QUALIFICATIONS:
Bachelors degree or above or have at least 4+ years in a related IT environment
Solid Operations Experience - 3 - 5 years of IT Operations experience, at least 3-4 in a leadership/manager role.
An understanding of ITIL principles.
Strong Communication Skills - written and verbal, this person needs to be able to lead, and challenge people as required enforcing policy.
Incident/Problem/Change Management understanding/knowledge.
Excellent written and verbal communication skills to present to a target audience
IDEAL QUALIFICATIONS:
ITIL Foundation Certification
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