Service desk manager, EMEA

Service desk manager, EMEA

Basic Purpose & Responsibilities:

Customer Service: With minimal supervision, provide end user support for incident or requests. This includes first and second level support and some third level support for standard and non-standard end user applications. Conveys a helpful attitude.

Problem Resolution: With minimal supervision, provides technical expert on most complex end user computing device and application problems. Serves as primary contact for more complex incidents and problems. Guides and assists less experienced staff in resolving complex problems. Provides direction to others in resolution.

Understands the impact of end user computing problems on the organization. Identifies and influences the collaboration of resources to resolve.

Researches incidents, errors and solutions, suggesting workarounds or procedural changes as needed.

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Customer Service: With minimal supervision, provide end user support for incident or requests. This includes first and second level support and some third level support for standard and non-standard end user applications. Conveys a helpful attitude.

Problem Resolution: With minimal supervision, provides technical expert on most complex end user computing device and application problems. Serves as primary contact for more complex incidents and problems. Guides and assists less experienced staff in resolving complex problems. Provides direction to others in resolution.

Understands the impact of end user computing problems on the organization. Identifies and influences the collaboration of resources to resolve.

Researches incidents, errors and solutions, suggesting workarounds or proceureal changes as needed.

Project Management: Generally leads more complex projects. Directs activities of team members for project completion and end user satisfaction.

Training: Provides technical leadership and training to other team members. Ensures the effectiveness of daily operations. Reviews and implements procedural refinements.

Resource Planning: Projects end user computing device and application requirements. Reports recommendations to management.

General Profile:

Recognized expertise in own area within the organization.

Shares expertise with colleagues and others; offers mentoring and guidance to others.

Provides direction for others.

Assumes leadership role and provides guidance; may lead teams/projects.

Conducts employee performance review and make salary/bonus recommendations.