Tirane, ofroj vend pune Client Infr. & Service Desk Engineer
- Tirane
- Nr. Njesia - Zona me e afert?
- Tipi
-
- me orar te plote
- Fusha | Profili i punes
-
- IT | TIK | Informatike Ekonomike
- Gjuha
-
- anglisht
- Eksperienca
- vetem me eksperience
Description
Overall responsible to provide a quality support for the Office IT Client Services. To successfully manage service levels for internal customers and User Access Management. To manage Incidents and Service Requests, and provide an interface for other Service Management activities such as Change, Problem, Configuration, software Release etc.
Key accountabilities and decision ownership
• Service Desk support for all the users for Office IT related issues.
• Accountable for the setting up new workplace and enable new users work environment.
• Service Ticket Management and Report of Office IT Service Desk KPIs.
• Client Operating systems and client applications installation and configuration. Maintain and deploy the lifecycle of computer image, based on the hardware and software standardisation.
• Support for users with estimated resolution timescale and escalates issues (to 2nd line) that cannot be resolved online (phone/ remote support/floor support).
• Provide Support for user account problems and Office IT software like Windows, Office, Email, Internet access etc.
• Act as a SPOC for user account lifecycle and manage Service Tickets with Global Service Desk (GSD) for UAM (User account management) processes.
• Maintain and update the CSD (Customer Service Desk) Work Instruction Documentation for all Office IT services.
• Interacts and manage Service Tickets with Central Service Desk for Office IT global services like Email, O365, Hub, mobile managed devices etc
• Support troubleshooting of tickets and ensuring proper communicating to relevant technical and business functions.
• On call function for Service tickets and Service Incidents including IT change/incident management interacted through GSD (Global Service Desk)
Core competencies, knowledge and experience:
• Provide high quality Workplace /Office IT services to the client, ensuring SLA/OLA and service obligations are met for the work within scope of the role
• Strong ability to deliver operational excellence.
• Experience in incident analysis and resolution
• Advanced communication and interpersonal skills.
• Identify opportunities to improve quality of operation for end users
• Highly self-motivated and directed, with keen attention to details.
• Ability to develop procedures and forms
Must have technical / professional qualifications:
• Strong Knowledge on IT Service Management
• Knowledge on Office IT infrastructure Tiers (Client Hardware, Operating Systems, Office Productivity Applications as well as Cloud Services Supporting Digital Workplace).
• Knowledge on Microsoft Products as MS Active Directory and Group Policies, Exchange Server, Windows Server etc.
• Knowledge on Protocols and Networking
• University diploma on Computer Science/Engineering
All interested candidates can apply online in the link below:
https://opportunities.vodafone.com/job-invite/189581/
Overall responsible to provide a quality support for the Office IT Client Services. To successfully manage service levels for internal customers and User Access Management. To manage Incidents and Service Requests, and provide an interface for other Service Management activities such as Change, Problem, Configuration, software Release etc.
Key accountabilities and decision ownership
• Service Desk support for all the users for Office IT related issues.
• Accountable for the setting up new workplace and enable new users work environment.
• Service Ticket Management and Report of Office IT Service Desk KPIs.
• Client Operating systems and client applications installation and configuration. Maintain and deploy the lifecycle of computer image, based on the hardware and software standardisation.
• Support for users with estimated resolution timescale and escalates issues (to 2nd line) that cannot be resolved online (phone/ remote support/floor support).
• Provide Support for user account problems and Office IT software like Windows, Office, Email, Internet access etc.
• Act as a SPOC for user account lifecycle and manage Service Tickets with Global Service Desk (GSD) for UAM (User account management) processes.
• Maintain and update the CSD (Customer Service Desk) Work Instruction Documentation for all Office IT services.
• Interacts and manage Service Tickets with Central Service Desk for Office IT global services like Email, O365, Hub, mobile managed devices etc
• Support troubleshooting of tickets and ensuring proper communicating to relevant technical and business functions.
• On call function for Service tickets and Service Incidents including IT change/incident management interacted through GSD (Global Service Desk)
Core competencies, knowledge and experience:
• Provide high quality Workplace /Office IT services to the client, ensuring SLA/OLA and service obligations are met for the work within scope of the role
• Strong ability to deliver operational excellence.
• Experience in incident analysis and resolution
• Advanced communication and interpersonal skills.
• Identify opportunities to improve quality of operation for end users
• Highly self-motivated and directed, with keen attention to details.
• Ability to develop procedures and forms
Must have technical / professional qualifications:
• Strong Knowledge on IT Service Management
• Knowledge on Office IT infrastructure Tiers (Client Hardware, Operating Systems, Office Productivity Applications as well as Cloud Services Supporting Digital Workplace).
• Knowledge on Microsoft Products as MS Active Directory and Group Policies, Exchange Server, Windows Server etc.
• Knowledge on Protocols and Networking
• University diploma on Computer Science/Engineering
All interested candidates can apply online in the link below:
https://opportunities.vodafone.com/job-invite/189581/
Location information