Beschreibung
For one of our customers, a well known pharmaceutical company, we are urgently looking for an experienced:SERVICE DESK MANAGER
Starting: asap
JOB PURPOSE
To manage a ‘best service, good cost’ Service Desk for Novartis Research, Basel and Vienna. Specifics are:
- Provision of IT hardware, software and user account access
- Processes support to guarantee optimal and accurate usage of researchers IT workplace.
- To align and harmonise key IT processes and tools across sites where possible
- To optimise internal working practices and processes.
- Providing support remotely as well as at the location of researchers.
- Managing a team of around 20 support agents
- Co-ordination with other appropriate IT groups
- Monitoring and reporting
Our scientist customers discover and deliver life-saving medicines and deserve and require the best possible IT support. If you want to help scientists solving IT related problems, look here. If you are interested in developing and building an innovative helpdesk based on ‘best service’ at a great cost rather than simply a ‘best cost’ and want to be part of an organization discovering lifesaving new drugs across three continents in four countries, we’d like to talk to you.
MAJOR ACCOUNTABILITIES
- Manage a team of around 20 support agents.
- Monitoring and controlling of service desk.
- Incident management, Request Management, Problem Management including end to end ticket ownership in a complex environment.
- Implementation of standard company policies.
- Knowledge management and transfer.
- Implement and adhere to SLAs SOPs, OLAs as appropriate
- Implement service improvements with a particular focus on customer satisfaction.
- Providing a centre of technical reference to support internal engineering projects and training.
- Managing capacity through periods of high workload.
KEY PERFORMANCE INDICATORS/MEASURES OF SUCCESS
- High customer satisfaction rating response to surveys
- Low staff turnover
- SLAs met
EDUCATION / EXPERIENCE
Minimum education/experience:
- A degree, preferably in Computing or science based
- Minimum of 5 years of IT support experience and particularly executive support experience.
- Line management of at least one medium size team for a minimum of 2 years
- ITIL qualified (At least ‘fundamentals’)
- Preferably with experience of a VIP or executive service desk
Desirable education/experience:
- Support function experience within Pharmaceutical or scientific environment.
- Training experience.
To apply, please send your application with all relevant documents to:
Bechtle IT Services
CH-4153 Reinach