Service Desk Manager (1), Senior Technician (1), Junior Technicians (2

Apply by eMail:15359892.185@jobfrenzy1.com

Description:
DESCRIPTION Our client is currently in the midst of an effort to consolidate and centralize IT services. The Computing Division is leading this effort and is following the ITIL framework to implement IT Service management. An important aspect of providing IT Services for the lab is to implement an Expert Service Desk as the central point of contact for all IT related requests and incidents. A team of four consultants is needed to provide tier one support, which will include the resolution of routine desktop, printer and software incidents and requests. The service desk will also route tickets that cannot be resolved by tier one support to tier two support groups. The Service Desk staff must participate in an off-hours notification process and work with the Incident Manager, Critical Incident Manager and Incident Coordinator to handle off-hour incidents. The current level of off-hours calls varies between 0 and 4 per week. Required for this new department will be a Service Desk Manager, one Senior Technician and two Junior Technicians. The Technicians will report to the Service Desk Manager who will report to an existing onsite manager. Both the Technicians and the Service Desk Manager must be able to manage tickets. The Service Desk Manager will oversee daily operations as directed by an existing onsite manager whose responsibilites also include managing certain Tier 2 services and a BMC/ITSM tools support team. The Service Desk Manager will regularly review performance, refine metrics and reporting categories, discuss issues, and plan process improvements with existing onsite staff. Qualifications for these roles include the following: Desktop administration knowledge of Windows (XP/Vista) Knowledge of OSX (Tiger, Leopard) and/or Redhat Linux is a plus Familiarity with using knowledge base(s) for incident resolution Experience with Service Desk software, preferable BMC/ITSM Experience with Service Desk/Incident Management Processes: - Clear communications with customers - Working with remote access tools - Routing tickets to other support when appropriate, ensuring tickets and addressed in a timely manner - Following up on ticket resolution resulting in closure In addition, the Service Desk Manager must have the following experience: Working in a Service Desk management role Managing people and task lists and working effectively with upper management Documenting Standard Operating Procedures Certifications in ITIL Foundation, Helpdesk Institute and Microsoft Desktop Technician or equivalent are a plus SKILLS Windows (XP/Vista), Service Desk software (BMC/ITSM), Service Desk/Incident Management Processes Synectics offers competitive salaries and a full suite of benefits. EOE.

Requirements:
See Above

Education: Not Specified

Experience: Not Specified

Travel: Not Specified

Apply by eMail:15359892.185@jobfrenzy1.com

Job Created: Thu Nov 05 2009 04:28:05 AM
Last Modified: Thu Nov 05 2009 04:28:05 AM