IT Service Desk Executive (9512)

Company Name: Chalhoub Group Employment Type: Full Time Monthly Salary: Unspecified Minimum Work Experience: 2-5 Years Minimum Education Level: N/A Listed By: Employer Career Level: Executive/Director Description: Job Summary: The IT Service Desk Executive provides first line support to end-users across all in-scope countries in coordination with the various 2ndlevel support teams, including local IT, other Group IT functions and Service Provider. The individual logs all incoming calls or tickets (i.e. issues or requests) and records sufficient information to facilitate the categorization, prioritization and assignment of a ticket or request to the appropriate resolver group. As part of his/her responsibility, the IT Service Desk Executive provides technical and basic functional (i.e. “How To”) support on business applications and office applications, provides user administration services and manages operational requests (e.g. local facilities requests) in coordination with other Group IT teams as required. Main Responsibilities: Act as a unique and integrated entry-point for all end-users requests Serve as the first point of contact for all incidents and requests monitoring and filtering incoming work, capturing the details of the incident, request and the user Classify and diagnose any issue and request, and assign an Incident Ref. No. and a priority code Provide a consistent end-user support in coordination with the appropriate second line Resolver Group (e.g. Service Provider, Local IT) Provide 1stlevel technical support on Business Applications (including ERP), liaising with and escalating to the Service Provider application and infrastructure maintenance teams Provide 1stlevel “how to” support on basic ERP functionalities and escalate to Group IT Business Analysts for complex requests or issues requiring deeper functional/system ERP knowledge Provide 1stlevel support on Office and Utility Applications, leveraging as required remote control tools or by leveraging local IT support Coordinate with Local IT support for any issue involving local technology facilities, including local network issues, printers, desktops, wireless, projectors, office relocations, etc… Provide user administration services to end-users (e.g. password resets, account management, user groups management) Manage the resolution of incidents in alignment with the defined SLAs Follow-up incidents resolution activities, involving the Service Manager for critical or high-priority issues to ensure that resolution is performed within SLAs Ensure that a log of problems is defined and maintained together with their category and priority Provide a periodic and timely status reporting to the end-users, informing him/her of the resolution progress and results Before closing the ticket, confirm with the end-users that the incident has been resolved and ensure that detailed documentation on the root-cause and resolution activities has been created Collaborate in providing periodic performance reports Produce weekly and monthly Help-Desk reports on time, and to a high degree of accuracy and quality.This includes ensuring that the data collection tools are running correctly Prepare materials for regular IT Services Committee with all Group IT and business representatives to review service performance against the service levels agreed between Service Management and the business lines Ideal Profile: Education: University Degree in Information Technology Previous Experience: 4 - 5 years Some experience of working within an ITIL-based service management environment Some experience in influencing and building effective working relationships with external service providers in order to ensure delivery cross-functionally within Group IT. Job Summary: The IT Service Desk Executive provides first line support to end-users across all in-scope countries in coordination with the various 2ndlevel support teams, including local IT, other Group IT functions and Service Provider. The individual logs all incoming calls or tickets (i.e. issues or requests) and records sufficient information to facilitate the categorization, prioritization and assignment of a ticket or request to the appropriate resolver group. As part of his/her responsibility, the IT Service Desk Executive provides technical and basic functional (i.e. “How To”) support on business applications and office applications, provides user administration services and manages operational requests (e.g. local facilities requests) in coordination with other Group IT teams as required. Main Responsibilities: Act as a unique and integrated entry-point for all end-users requests Serve as the first point of contact for all incidents and requests monitoring and filtering incoming work, capturing the details of the incident, request and the user Classify and diagnose any issue and request, and assign an Incident Ref. No. and a priority code Provide a consistent end-user support in coordination with the appropriate second line Resolver Group (e.g. Service Provider, Local IT) Provide 1stlevel technical support on Business Applications (including ERP), liaising with and escalating to the Service Provider application and infrastructure maintenance teams Provide 1stlevel “how to” support on basic ERP functionalities and escalate to Group IT Business Analysts for complex requests or issues requiring deeper functional/system ERP knowledge Provide 1stlevel support on Office and Utility Applications, leveraging as required remote control tools or by leveraging local IT support Coordinate with Local IT support for any issue involving local technology facilities, including local network issues, printers, desktops, wireless, projectors, office relocations, etc… Provide user administration services to end-users (e.g. password resets, account management, user groups management) Manage the resolution of incidents in alignment with the defined SLAs Follow-up incidents resolution activities, involving the Service Manager for critical or high-priority issues to ensure that resolution is performed within SLAs Ensure that a log of problems is defined and maintained together with their category and priority Provide a periodic and timely status reporting to the end-users, informing him/her of the resolution progress and results Before closing the ticket, confirm with the end-users that the incident has been resolved and ensure that detailed documentation on the root-cause and resolution activities has been created Collaborate in providing periodic performance reports Produce weekly and monthly Help-Desk reports on time, and to a high degree of accuracy and quality.This includes ensuring that the data collection tools are running correctly Prepare materials for regular IT Services Committee with all Group IT and business representatives to review service performance against the service levels agreed between Service Management and the business lines Ideal Profile: Education: University Degree in Information Technology Previous Experience: 4 - 5 years Some experience of working within an ITIL-based service management environment Some experience in influencing and building effective working relationships with external service providers in order to ensure delivery cross-functionally within Group IT.