IT Service Desk Manager

1 Opening- Bayan Lepas**Role description**:
Role Proficiency:
Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide technical leadership (lateral or hierarchical) for the team to resolve customer issues

Outcomes:
1) Update SOP with updated troubleshooting instructions and process changes2) Mentor new team members in understanding customer infrastructure and processes3) Perform analysis for driving incident reduction4) Escalate high priority incidents to customer and organization stakeholders for quicker resolution5) Contribute to planning and successful migration of platforms6) Perform root cause analysis to find out corrective and preventive actions after every major incidents and escalations7) Work on problem tickets for finding permanent solutions of repeated issues8) Create roll out and roll back plan for change implementation and ensure adherence for preventing unauthorized changes

Measures of Outcomes:
1) SLA Adherence2) Time bound resolution of elevated tickets - OLA3) Manage ticket backlog timelines - OLA4) Adhere to defined process - Number of NCs in internal/external Audits5) Number of KB articles created6) Number of incidents and change ticket handled 7) Number of elevated tickets resolved8) Number of successful change tickets9) % Completion of all mandatory training requirements

Outputs Expected:
Resolution:

- Understand Priority and Severity based on ITIL practice
resolve trouble ticket within agreed resolution SLA

Troubleshooting:

- Troubleshooting based on available information from previous tickets or consulting with seniors. Participate in online knowledge forums reference. Covert the new steps to KB article
- Perform logical/analytical troubleshooting. Work on problem tickets to identify permanent solutions

Escalation/Elevation:

- Escalate within organization/customer peer in case of resolution delay. Understand OLA between delivery layers (L1
L2
L3 etc)
adhere to OLA. Elevate to next level
work on elevated tickets from L1

Tickets Backlog/Resolution:

- Follow up on tickets based on agreed timelines
manage ticket backlogs/last activity as per defined process. Resolve incidents and SRs within agreed timelines. Execute change tickets for infrastructure.

Installation:

- Install and configure tools
software and patches

Runbook/KB:

- Update KB with new findings
- Document and record troubleshooting steps as knowledge base

Collaboration:

- Collaborate with different towers of delivery for ticket resolution (within SLA); resolve L1 tickets with help from respective tower. Collaborate with other team members for timely resolution of tickets. Actively participate in team/organization-wide initiatives. Co-ordinate with UST ISMS teams for resolving connectivity related issues.

Stakeholder Management:

- Lead the customer calls and vendor calls. Organize meeting with different stake holders. Take ownership for function's internal communications and related change management.

Strategic:

- Define the strategy on data management
policy management and data retention management.
- Support definition of the IT strategy for the function’s relevant scope and be accountable for ensuring the strategy is tracked
benchmarked and updated for the area owned.

Process Adherence:

- Thorough understanding of organization and customer defined process. Suggest process improvements and CSI ideas. Adhere to organization’ s policies and business conduct.

Process/efficiency Improvement:

- Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions.
- Take accountability for overall productivity efforts within the function
including coordination of function specific tasks and close collaboration with Finance.

Process Implementation:

- Coordinate and monitor IT process implementation within the function

Compliance:

- Support information governance activities and audit preparations within the function. Act as a function SPOC for IT audits in local sites (incl. preparation
interface to local organization
mitigation of findings etc.) and work closely with ISRM (Information Security Risk Management). Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function Job Description. Coordination Support for CSI across all services in CIS and beyond.

Training:

- On time completion of all mandatory training requirements of organization and customer. Provide On floor training and one to one mentorship for new joiners. Complete certification of respective career paths

Performance Management:

- Update FAST Goals in NorthStar
track
report and seek continues feedback from peers and manager. Set goals for team members and mentees and provide feedback.Assist new team members in understanding the customer environment

Skill Examples:
Knowledge Examples:
1) Good understanding of customer infrast