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SERVICE DESK PROCESS & CONTINUOUS IMPROVEMENT ADMINISTRATOR

Valencia - Valencia

Descripción de la oferta de empleo

The Service Desk Process & Continuous Improvement Administrator will work under the direct supervision and guidance of the Head, Service Desk Unit within the Operations Division and in close collaboration with the Service Desk Team Lead.
The incumbent could be requested to do any others tasks of similar level in related fields.
Duties include.
Continuous improvement.
Leading CSI initiatives and projects in partnership with other teams Prepare and anylise reports for management to increase visibility of the Service Desk Analyse and present accounting to management for the various Service Desk activities Act as liaison with other teams to facilitate the delegation of tasks and processes for the Service Desk Working with the Head of Service Desk Unit, lead the management of all Service Desk related CSI activities Optimization of tools and processes.
Liaising with other technical teams, identify processes and tools that can be optimized Propose new processes to optimize the workload enabling automation Liaise with Service management and Human resources to ensure the correct maintenance of the ENS database Analysis and reporting.
Liaising with Service management, review existing report and propose improvement to reporting Propose and create new reports to reflect Service Desk activities to management and customers Write infrastructure or service status reports on agreed daily, weekly or monthly frequency Participate in producing statistics, incident reports and management reports Reporting.
Write infrastructure or service status reports on agreed daily, weekly or monthly frequency Participate in producing statistics, incident reports and management reports Management and review of Incidents.
Perform moderate incident analysis via monitoring technologies and predefined process documentation and workflows Provide moderate resolution support to various teams Participate in the Major Incident Manager duty Coordinate scribe activities during major incident Act as internal escalation point for Service Desk Operators Provide review of incidents on demands for audit purposes or to respond to complains Upon request, Assist the Service Desk Team lead in coordinating Service Desk Functions.
Act as an escalation point where difficult or controversial calls are received Represent Service Desk at meetings with support teams Coordinate change management and configuration management Provide event management and monitoring in a distributed and mainframe environment through the use of various monitoring technologies Identify, resolve, or escalate event notifications which may impact systems availability Coordinate event monitoring and review of alerts, provide feedback to monitoring team to improve alerts Liaise with teams responsible for monitoring tool to improve monitoring service Coordinate the campus support function within Service Desk Assign technicians to the function and monitor schedule Ensure local inventory is maintained and manage Report to OPC Campus Support Manager for all campus matters Others.
Support the Service Desk Team Lead in the activation of users in GSM Support Service Desk Team Lead and report on the application of security policies Application of security policies Perform other duties as required RECRUITMENT PROFILE Experience and Skills required.
Essential.
Experience in the below fields accumulated to at least 6 years in the following areas.
Telecommunication or IT support Service Desk support role Event monitoring role Customer facing role Support international customers CRM tools operator skills Monitoring of infrastructure using industry common tools ITIL concepts at foundation level Customer communication and handling skills Good listening skills Team or project coordination skills Education.
Essential.
Completion of high school education or equivalent technical school Desirable.
Any of the following Industry technical certifications.
Cisco CCNA, Microsoft server related MCP, Microsoft Exchange Server certification or other relevant ITIL foundation certificate PRINCE2 project management certificate Languages.
English.
Expert knowledge is required Spanish.
Intermediate knowledge is desirable Other language.
French – Beginner knowledge is desirable * ICC Global Competencies.
Teamwork.
Develops and promotes effective relationships with colleagues and team members.
Deals constructively with conflicts.
Communicating.
Expresses oneself clearly in conversations and interactions with others; listens actively.
Produces effective written communications.
Ensures that information is shared.
Respecting and promoting individual and cultural differences.
Demonstrates the ability to work constructively with people of all backgrounds and orientations.
Respects differences and ensures that all can contribute.
Creating an empowering and motivating environment Guides and motivates staff towards meeting challenges and achieving objectives.
Promotes ownership and responsibility for desired outcomes at all levels.
Knowing and managing yourself.
Manages ambiguity and pressure in a self-reflective way.
Uses criticism as a development opportunity.
Seeks opportunities for continuous learning and professional growth.
Moving forward in a changing environment.
Is open to and proposes new approaches and ideas.
Adapts and responds positively to change.
OTHER INFORMATION Eligibility.
This position is subject to local recruitment pursuant to staff rule 4.
of the United Nations Staff Rules.
All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country.
A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.
Compensation.
Annual Salary Estimation (net of tax at single rate).
EUR .
UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.
Closing dates for applications.
Applications will be accepted until midnight (Geneva Time) on 1 November .
Notes.
Technical and/or personality tests may be carried out as part of the selection process Only short-listed candidates will be contacted Though you may not be selected for this advertised position, the ICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre.
You may thus be solicited by our HR department to participate in an interview for another position Applications from women are particularly encouraged for this vacancy Apply here.
https://bit.
y/3k0RXkc Job Type.
Full-time Pay.
€ per year Language.
Spanish (Preferred) Work Remotely.
Yes - Hoy
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Detalles de la oferta

Empresa
  • United Nations International Computing Center UNICC
Localidad
Dirección
  • Sin especificar - Sin especificar
Salario
  • Sin especificar
Fecha de publicación
  • 14/10/2020
Fecha de expiración
  • 12/01/2021
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