
IT Service Desk
2 days ago
Responsibilities:
Service Desk Management:
- Act as the single point of contact for users seeking IT support.
- Process incoming service requests from clients (via telephone, email, and other means).
- Answer all incoming telephone calls on the Service Desk support line.
- Create service tickets using the SNS ticketing system.
- Assess ticket resolution timeframe and coordinate resolution schedule with clients.
- Assign tickets to the appropriate SNS technical staff for resolution.
- Provide regular updates to users regarding resolution and progress status.
- Follow up with SNS technical staff to assess and promote ticket resolution escalate tickets to other technical resources as needed to ensure successful and timely ticket resolution.
- Close tickets using the SNS ticketing system.
- Follow-up with users to assess user satisfaction.
- Daily assessment of outstanding tickets and follow-up with SNS technical staff.
- Communicate schedule changes to users as needed.
- Communicate with users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Ensure fast turnaround of user requests.
- Create monthly ticket reports for users.
- Improve user service, perception, and satisfaction.
- Improve productivity of SNS IT technical staff.
- Assist in the user equipment purchase process (create purchase request orders and follow-up for approval; order equipment).
- Assist as needed in the creation of reports for billing purposes.
IT Asset Management:
- Develop and implement an IT asset management strategy, including policies and procedures for asset acquisition, deployment, maintenance, and disposal.
- Maintain accurate records of IT assets, including inventory, location, and status.
- Develop and manage the IT assets budget, including procurement, maintenance, and disposal costs.
- Manage Vendor relationships, including drafting contracts and service level agreements.
- Collaborate with the procurement team to develop and maintain relationships with IT partners and to negotiate contracts and service level agreements.
- Work with the procurement team to develop specifications and requirements for IT assets to ensure they meet the organization's needs and standards.
- Track IT asset orders and deliveries to ensure they are received on time and in accordance with the organization's requirements.
- Work with the procurement team to ensure compliance with procurement regulations.
- Provide guidance and support to the procurement team on IT asset-related matters, including vendor selection, specifications, and requirements.
- Collaborate with other IT teams to ensure assets are deployed and configured properly.
- Ensure compliance with software licensing agreements and regulations.
- Develop and maintain relationships with key stakeholders, such as executive leadership, users, and regulatory bodies.
- Develop and maintain policies and procedures for IT asset security and access control.
- Develop and maintain policies and procedures for IT asset lifecycle management, including disposal and replacement.
- Provide regular reports to management and stakeholders on IT asset management activities and performance.
Technical Knowledge and Experience
- Basic knowledge in desktop, network support, troubleshooting in a Microsoft, Apple environment and Linux is a plus .
- Must have experience in using basic software applications such as Microsoft OS (10 & 11), Microsoft Office (Word, Excel, Outlook, etc.), and Help Desk or Service Desk ticketing systems.
- Strong organizational and communication skills.
Qualifications:
- Bachelor's degree or equivalent experience.
- ITIL Certification is a must.
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