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QUALIFICATIONS AND JOB DESCRIPTION
Purpose of the job:
This role will primarily act as service manager for all IT services, who ensures customer satisfaction and manages escalations. This is mainly managing partners and their services to ensure they are provisioned as contracted. Besides that, to be part of the infrastructure design planning team, to operate, manage and maintain services (e.g. MDM, DLP, EPM, UC; NAC, 2FA) provided against our users and to coordinate all needed improvements and projects as well - especially for provision of additional services which should add value to business. This role will also be responsible to educate and train users continuously, to create an awareness for Information Security and for life cycle management including to trigger and follow-up the procurement processes.
Requirements:
- University or College degree in Information Systems, Computer Science, Computer Engineering or related fields.
- 5-7 years relevant working experience in various IT roles, minimum working for 2 years in a similar position.
- Good understanding of IT service management, good practices of IT support processes and experiences operating an IT based on ITIL standards
- Knowledge and experiences on using ITSM tools such as Cherwell
- Great teamwork skills
- Highly communicative, quality & customer orientation
- Self-sufficient to initiate and execute his/her own agenda, escalate and request assistance where needed and provide sufficient reporting on them
- Good MS Excel and Visio usage, IT network and systems knowledge
- Fluent verbal and advanced written English communication skills mandatory
- Good knowledge and experiences in IT Security are highly appreciated
- Having comprehensive knowledge and experience on ISO 27001, and DTO BIGDES Compliance audits
Responsibilities:
- Follow-up ongoing incidents, requests and changes for company offices, and ensure they are treated within agreed and written SLAs
- Provide 1st level onsite support for our VIP users (C-level, Director level)
- Responsible for the administration of our CMDB, IT procurement data and IT asset management processes
- Responsible for life cycle management of user assets and to trigger and follow-up the procurement process for the replacement of EoL devices
- Management, coordination and execution of infrastructure changes and tasks
- Management and support for Unified Communications and Telepresence system
- Management and support for IT services such as Mobile Device Management, Device encryption, AD Self-service portal, Endpoint Privilege Management, DLP and Webex.
- Improvement any kind of IT services user experience adding value to the team experiences and knowledge
- Be part of the planning team and help improving the IT infrastructure and service quality with your experience, knowledge and ideas
- Manage the roll-out of major and global projects where needed
- Contribute IT documentation pro-actively, write and revise KB articles as a part of performance metrics
- Prepare and maintain documentations and knowledge articles related to our infrastructure