- - - - - - - - - - - -
Key Expected Achievements:
Business and IT Strategy
Meet with Business Partners to understand their changing support needs and recommend adjustment plans.
· Meet with Business Partners to understand the perception and reputation of IT support services and recommend adjustment plans.
Delivery of IT Project and Business Initiatives
Ensure service desk support services are kept in inline with all new IT projects being delivered to ensure their support.
Participate in the delivery of service desk services in new sites/locations.
· Implement and maintain IT support platforms such as SCCM/Intune and Antivirus platforms.
Internal Customer Focus
Ensure the service offered by the IT Service Desk team is delivered to the satisfaction of end users and Business Partners.
· Ensure that end user and Business Partner feedback is collected, analyzed and corrective action taken to continuously improve the service.
Budgeting and Expenses
Manage the Service Desk operating budget for Asia including budgeting, forecasting and follow-up.
Manage local equipment and software contracts.
Continuously find ways to optimize service desk spending.
· Identify, budget, and follow Service Desk CAPEX investments.
IT Process Efficiency and improvement
· Implement and operate a Lean Service Desk Process in Asia providing live support and including a contact center solution.
· Ensure efficient cross-team processes are followed with Infrastructure and application support teams as well as experts throughout IT.
· Manage Key Performance Indicators on Service Desk operations and implement corrective action plans when necessary.
Team Management
· Manage a group of On-Site Support, Service Desk technicians, and a Workspace and Collaboration Specialist towards high performance.
· Ensure consistency amongst a geographically dispersed team located in multiple countries and locations (multiple locations within Sri Lanka and Vietnam).
Service Desk Operations
· Manage IT processes based on ITIL, such as request fulfillment, event management, access management, technology problem management and Incident Management (Based on ITIL reference).
Plan, prioritize, and schedule service desk activities to ensure continuity of service.
Ensure that EUX staff follow internal processes, guidelines, and procedures.
Analyse service desk inquiries to identify reoccurring problems and recommend solutions to improve services and avoid issues.
Develop problem solving guidelines, checklists, and procedures to help service desk agents to ensure consistency.
Respond to complex or escalated enquiries and coach team members to continuously build their competencies.
Coordinate 3rd party vendors for service delivery throughout the regions.
What to expect
Work with best of bread EUX solutions and platforms in delivering the best user experience to the stakeholders.
An opportunity to work with a talented tech-oriented, state-of the art facility in the heart of Colombo.
Opportunities to interact with a highly talented, multi-cultural and diversified team that believes in personal and team growth.
Ability to work within a span of providing solutions across the technology stack without focusing on one infrastructure domain.
Open office culture, ability to work from anywhere and an environment which respects work-life balance.
Room to experiment and develop innovations that benefits the organization.
An opportunity to work with Michelin group and zone teams internationally.
We are looking for motivated individuals with the below requirements to join our team:
Self-motivated, committed and with good leadership skills.
Thorough knowledge on end user computing equipment and trends (computers, mobile devices, printers, scanners, etc.)
Microsoft Windows OS
Active Directory
Process oriented
Good understanding about Contact Centre and tools
Strong customer service skills and practices
Strong understanding of ITIL processes and more specifically Service Operation processes
Technical culture in software development and infrastructure/operations
· Experience in a similar role would be an added advantage
· Experience in a manufacturing environment
· Experience in Lean/agile management principals
Excellent English communication skills
Collaboration mindset with business and different IT counterparts in the group
EXTERNAL CANDIDATE PROFILE