IT Service Desk Lead
Athens, Greece
πριν από 1 μέρα

Job Description

  • Maintain the Group IT Service Catalogue.
  • Ensure that all phases of service desk support are coordinated, monitored, logged, tracked and that Requests for Service are resolved appropriately according to agreed SLA’s and IT Service Management procedures.
  • Lead and coordinate major incident management, ensuring all steps during a production issue are being executed and addressed.
  • Provide subject matter technical engineering expertise; support and review technical work of others.
  • Monitor operational statistics, report trends, variances in issues and take appropriate action.
  • Create and maintain Knowledge Management database.
  • Liaising with System & Network Administrators for the management & maintenance of office infrastructure.
  • Maintain the asset database and hardware inventory; Manage stock of IT Equipment and maintain Lifecycle Management.
  • Preparation and maintenance of technical procedural documents and FAQ's for both IT staff and user community.
  • Comply with IT Policies, Standards & Guidelines as defined by Group IT.
  • Undertake any technical work associated with Group driven IT changes (execution of Group IT Portfolio).
  • Perform an IT functional steering over the assigned resources.
  • Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management.
  • Mentor, in the areas of your knowledge and expertise, less experienced IT support analysts to assure their knowledge and skills.
  • All other duties as assigned.
  • Education :

  • Undergraduate degree in Computer Science, Systems Engineering or Computer Networking & Hardware (Postgraduate degree will be considered a plus).
  • Required Experience :

  • Minimum of 7 years’ experience in Information Technology.
  • Certificate holder in relevant fields (e.g. Microsoft, CISCO, CompTIA, ITIL e.t.c.).
  • More than 3 years’ supervisory experience in the information technology field and the ability to direct technical work teams;
  • Possession of excellent oral and written communication skills, including fluency in oral and written English.
  • Experience managing teams in various locations and developing team-level operating plans.
  • Experience supporting Executive Stakeholders.
  • Knowledge, Skills, and Abilities :

  • Solid experience of operating system administration (Windows OS / Ubuntu / Mac OS).
  • Strong Knowledge of PC hardware.
  • Strong expertise with most aspects of fundamental networking / distributed computing environment concepts (DNS, DHCP, Active Directory & Domain Architecture, Network topologies, TCP / IP networks, VPN connections).
  • Extensive Knowledge in Microsoft O365 platform and CISCO VC solutions will be considered a plus.
  • Solid knowledge needed on the following areas : Business Process ManagementQuality managementIT Service managementVirtualization technologiesIT Security
  • Scripting skills (i.e. PowerShell, Bash, Python) would be an asset.
  • Able to prioritize and organize, be able to lead and work with a team, can communicate well with management and personnel.
  • Interpersonal skills to work cooperatively and effectively with individuals and groups in various locations by meeting timelines
  • Train other innovators through both formal and informal training programs.
  • Deliver informative, well-organized presentations.
  • Problem-solving and analytical skills
  • Customer service orientation.
  • Focus on delivery and high tolerance in working under pressure.
  • Additional Information

    What can SG Digital give you :

  • The opportunity to interac t with global teams , and where appropriate switch teams and projects as you and our business continues to develop and grow.
  • Tangible and genuine career development , where you can take your career where you want it to go!
  • And if that’s not enough; you will get to enjoy amazing benefits , a stunning work location and flexible working whilst we provide you with the guidance and development skills you need to progress quickly and enhance your career .

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