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Head of ICT Service Desk
View: 133
Update day: 04-04-2024
Category: IT - Software
Industry: IT Services IT Consulting
Position: Director
Job type: Full-time
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Job content
We are currently looking on behalf of one of our important clients for a Head of ICT Service Desk. The role is a permanent position based in Bern Canton.Your Role- Manage the service desk in personnel & organization.
- Ensuring resource planning, budget & global service desk organization.
- Monitor faults & requests in a Service Management tool, including triage/escalation at 2nd & 3rd level & the creation of KPI reports.
- Track customer satisfaction, analyze resource situation & drive improvements.
- Conceptually design & further development services, structures, processes & applications in the ICT Service Desk.
- Provision management reports on IT Service Desk services.
- Identify the potential for improvement & the development & implementation of measures (continual service improvement).
- Increase & ensure the quality & efficiency of the ICT Service Desk.
- Ensure representation & communication with customers & suppliers.
- At least 5 years of professional experience as an ICT Service Desk Specialist including at least 2 years of experience in Managing an ICT Service Desk.
- Experienced in contributing towards the development & expansion of an ICT Service Desk according to ITIL framework.
- Ideally ITILv4 Certified.
- Completed University Degree in Computer Science or similar.
- Highly team, service & customer-oriented.
- Fluent English (spoken & written) & a very good of German language skills are mandatory.
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Deadline: 19-05-2024
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