Sr. Service Desk

5 days ago

คลองเตย กรงเทพมหานคร, Thailand Berli Jucker PCL (BJC) Full time

Strategy & Planning.
IT Operation Management.
IT Service Desk.
Strategy & Planning
Represent end user requirements with inputs from business end user boards, influence and persuade to ensure joint alignment of needs and goals in alignment with IT strategy.
Ensure the enterprise IT service delivery and empowering end users to diagnose and resolve problems independently through self-service.
Partner with IT Functions to create scalable & user friendly capabilities like self-service options (knowledge base, video KB, etc.) that enhance employee productivity.
Initiate, oversee and support key end user improvement projects in line with strategy.
Operation Management - IT Service Desk.
Define and implement effective service and incident management processes.
Define metrics and publish reports to identify trends and issues, measure progress and drive continuous improvement.
Work collaboratively to define SLAs and measure performance to those SLAs.
Act as communications lead for major incidents, escalations and notifications.
Review root cause analysis and documented resolutions.
Ensure effective response to incoming requests and seek feedback for customer satisfaction.
Manage resource levels and staff scheduling to ensure effective coverage.
Identify and conduct team training and cross-training to facilitate personal development.
Communicate best practices, evaluate system needs and implement changes to attain desired business outcomes.
Collaborate with business users and IT to adapt services to address evolving needs.
Identify opportunities to use IT Service Desk capabilities to assist and improve other IT functions.
Operation Management - IT Administration.
Supervise day-to-day operations of the administrative department and staff members.
Develop, review and improve administrative systems, policies and procedures.
Ensure office is stocked with necessary supplies and all equipment is working and properly maintained.
Work with accounting and management team to set budget, monitor spending and expenses.

**Qualifications**:
- Bachelor or Master's Degree in Business Administration, Management, Project Management, Computer Science, Engineering or related field.
At least 7 years of IT and/or Service Delivery experience, with focus on IT Users, End User Computing Service, IT Service Desk (and exposure to broader IT Infrastructure Services / IT Operations).
Demonstrated knowledge of IT Service Desk and End User Computing Services.
Working experience with various IT Service Desk technologies/platforms - including ServiceNow, HP Service Manager, SysAid System, WebEX, etc.
Excellent communication, presentation and relationship management skills with the demonstrated ability to influence team members.
Demonstrated knowledge of ITIL frameworks for Service Delivery and service support processes.
Knowledge of and experience of implementing ITIL / Service Management frameworks.
ITIL v3.0 foundation certified.
Track record of managing large teams of both internal and external resources.
Experience in working effectively with executive management and presenting to senior leader.
Able to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization.

**Job skills required**: Project Management, Accounting

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