IT Service Desk

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.