roles and responsibilities of service desk engineer

Develop business case to substantiate opportunities and prioritization, Lead/manage multiple projects and transitions, maintaining professionalism and performing well under pressure, 10-15 years of progressive experience in IT with a large focus around service desk management, Deep understanding of service desk support center and end user technologies, Thought leadership in market and industry intelligence, Strong organizational experience including people and process, Demonstrated thought leader in service desk strategies with expertise in IT insourcing/outsourcing support, Experience with workforce management principals and staffing models, Prior experience providing customer service and/or clinical end user application support is a plus, Ability to lead staff both onshore/offshore in multiple locations, Deep understanding of the business and the ability to discuss technological terminology in business terms, Direct development of standard operating procedures for successful execution of Incident identification, troubleshooting, resolution, and escalation if necessary, Continue to grow and mature service desk services and improve customer service while balancing overall business value, Maintain strong relationships with other IT operational areas to make sure compatible directions and goals are set, Understand threats to and performance of IT platforms (infrastructure and applications) and proactively mitigate by working with IT leadership and vendors, Interact frequently with senior leadership delivering messages that are tailored to the recipient and effectively communicate the right message, at the right time for action to occur, Stay current with industry trends related to IT Service Desk Operations and focus on how these trends can influence and support company strategy, Obtain, organize, and align global resources to complete multiple business objectives focused on the organization’s strategy, Develop Managers by helping them set the appropriate priorities and removing barriers and obstacles, Deliver positively to measures of success for the business unit and company by maintaining a strong focus on the bottom line and other top priorities, Provide employees a direct line of sight as to how they affect the business, translating strategy from Executives and communicating business requirements, Provide leadership and management to set Service Desk priorities that align with Lowes IT Operations and Business priorities and objectives, Ensure meaningful development opportunities for individuals in the organization so that the right people are developed and prepared for succession opportunities, Motivate teams to perform at high levels and embrace change around a shared company vision and shared IT visions, Focus the group on the needs of the customer and sets goals that strive to exceed the customer’s expectations, Hire, train and develop the talent necessary to achieve stated business goals, Bachelor’s Degree in Computer Science, Information Systems, MIS, a Business Degree in a related field or 15 years of experience in IT with subject matter expertise in ITIL methods and practices, 10+ years of IT Management experience, including 5+ years managing and developing managers, Experience applying ITSM methodology and processes, Demonstrated experience with organizational change management activities, Proven experience leading successful changes across a large IT organization, Experience planning and managing a budget, Demonstrated experience as a program champion and leader, Demonstrated experience managing third-party vendors and software solution providers, Experience in both technology and business environments with a proven ability to integrate process improvements to meet business needs, Experience using the IT Infrastructure Library (ITIL) frameworks, ITIL Certification Help Desk Institute (HDI) Certification, Excellent communication and excellent reporting skills, Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.)

No matter your title, if you’re working in a service desk or help desk environment, you’re serving as the first, perhaps only, point of contact between an end user and your company. Messages are presented in a logical and well-organized manner. Troubleshoots basic LAN and enterprise user ID and access issues by analyzing the problem, developing and implementing appropriate solutions, Participates in annual audits related to system access reports, Provides after hours/on-call support as assigned, Knowledge of LCRA's corporate policies, Technology Use and Privileged Access policies, Knowledge of Microsoft office applications, Skill in listening to users' problems, prioritizing needs and explaining technical solutions in user-friendly terms, Skill in providing training and coaching to less experienced staff, Skill in sharing ideas on process improvement and technical tools with peers and other technical staff, Skill in resolving complex technical problems and using good judgment as to when to refer more complex problems to senior staff or vendors, Intermediate skill in computer software programs such as incident management software, user account management software, email, Microsoft operating systems, and Microsoft office applications, Ability to work efficiently and independently with minimal supervision, Ability to build relationships and foster teamwork, Advocates for the team and team members to upper management, Passes on what was learned by generating self-service content, such as knowledgebase articles, training documents or videos, or other self-service training content, Submits reports to the IT Service Desk Manager and upper management, Queries tickets, monitors call trends, and provides organized reports, Ensures that each member of the team understands objectives, Ensures that all specifications are met through thorough ticket documentation, Explains difficult concepts to a variety of audiences and ensures that these audiences understand the concepts, Improves defect prevention, product development efficiency, and quality, Trains and supports the tier-1 and tier-2 agents who serve as the first-point-of-contact for customers, Answers inbound and places outbound calls to customers and other staff (as needed), Supports local and remote team leads, other supervisors, and tier-1 and tier-2 agents, Applies knowledge of and experience with routine technological concepts in systems and network troubleshooting, Coordinates service calls on onsite leased equipment, Manages work orders through service desk ticketing systems as needed, Tracks team performance and ensures that team members adhere to company policies, including attendance and punctuality, Provides performance reviews and recommends raises, Understands the skills and knowledge of team members, Acts as a source of technical expertise to others in own area, Instills company values and ensures that policies align with them, Recommends program improvements or revisions to programmers and business analysts, Develops, applies, and maintains quality standards for IT Service Desk, Oversees department standards and mentors all employees, Reports metrics, team performance, and other statuses, Strong communication, interpersonal, and analytical skills, Ability and desire to provide excellent customer-service to internal and external customers, Ability to work side by side with other supervisors and leaders in the organization to achieve excellence, Coordinates closely with senior peers to identify, investigate, track, and resolve desktop, application and system issues, ensuring the solution is timely and of acceptable quality, Assists in developing and utilizes on-line procedures, solutions, and knowledge databases.

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