Job/Skills Requirement:
Minimum of 5 years IT experience with past experience in a Service Desk Management role with direct reports.
Strong customer service skills with a passion to exceed customer expectations.
Strong analytical and problem solving skills.
Strong people management skills with a proven track record in this area.
Strong knowledge of or experience with ITIL approved ticketing systems, ideally CA Service Desk.
A comprehensive understanding of ITIL v3, ideally with an ITIL certification.
Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
Strong English written and verbal communication skills. Ability to influence peers and cross functional teams.
Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences.
Ability to handle multiple projects and tasks, make decisions and solve problems.
Strong project management skills and ability to participate in cross functional teams to accomplish established goals.
Proven ability to work under stressful conditions.
Maintain up-to-date knowledge in the Service Desk sector of IT along with any industry trends or techniques.
Work Hours:
Be on call for emergencies 24/7
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