Service Delivery Specialist

Job Title IT ServiceDesk Specialist

Reporting Line BEA Service Manager lead

Department: IT

Date JD prepared

Management Level:

Role Purpose Statement

• The Service Desk Specialist responsibility is to ensure the day to day support for Netherland users in order to create a transparent and efficient communication between IT and the Business ; The ServiceDesk Specialist is responsible for the preparation, implementation and documentation for different IT projects that requires support . The ServiceDesk Specialist is responsible for being the central point of contact for  IT Infrastructure operations for projects impacting Switzerland, Desktop support, DC operations, Branch Support

Key Interfaces: Internal - External

Internal:  Internal: with all departments

External: Suppliers

Dimensions

Main Accountabilities

Key Performance Indicators (KPIs)

• Installation + configuration of new equipment like PC's (Desktop + Laptops), Printers (Local + Network), Phones (Digital + IP), Scanners (Local + Network), Software (Lotus Notes, MS Office, Etc.) for NEtherland
• Interface with centralized teams like Servers, Storage, Network, Security, Applications, and Database etc and get them to address dependent issues.
• Helpdesk + 1st + 2nd level Support for the above mentioned end-user equipment and software
• Patching, cabling supporting the DC team , Network  Team
• Managing the Intune implementation and mobile telephony equipment for Switzerland
• Perform the local / physical activities in the Geneva HQ and at Safehost for Datacenter
• Ensure complete and updated inventory of all IT Assets and regularly do the inventory check
• Actively monitor the request/ incidents coming via SNOW from users to ensure almost zero backlog
• Regular online proactive monitoring of all open service requests and monitoring allocation of the calls
• Ensure that the services are delivered as per the agreed SLAs
• Actively participate in IT projects in order to offer the best solutions (eg. VoIP, InTune)
• Participate in BEA Team meetings and supporting the BEA IT Projects
• Escalate critical issues to Senior Management and suggest corrective action.

• Successful completion and delivery of IT support for Users
  • Within timelines
  • High quality of solution -- Minimal set of defects 
  • Minimal/no business disruptions implementations
• Process standardization & infrastructure readiness
  • Harmonized processes in order to be able to improve efficiency of current support  
  • Solution in place to run defined process
  • High level of process adherence across BEA SD teams countries

• Daily technical support

• Manage tickets following the priority 
• Ensure ticket creation
• Propose solution proactively
• Help users with day to day activity
• Monitor Team Members activity

• • Training capabilities for the team

Knowledge, Skills and Experience

Competencies

• Education / diploma of IT support specialist or equivalent
• Bilingual (English / French)
• Good knowledge & experience of Windows products, Teams, Outlook , Office
• Good knowledge of database design concepts  Good knowledge & experience
• Doesn't need to know everything, but need to know where to find the information.

Openness and Communications

• Excellent communication and interpersonal skills
• Customer oriented

 Teamwork:  Team Oriented

Personal Effectiveness

• Creative, capacity to think out-of-the-box
• Works well under pressure
• Acts with discretion
• Acts according to Bunge standards of ethics and integrity

Decision-Making