G4 Service Manager Helpdesk & EUC Services

Mission

The Service Manager Helpdesk & EUC Services partners with the Head of Service Management in managing and planning overall IT operations and the Service Desk, ensuring that service level requirements are met and also acts as an expert in the area of workplace services (laptops, mobile devices, printers, …):

Job

Helpdesk function and Workplace services operations

• Is responsible for the qualitative functioning of the Service Desk and Workplace services in accordance with SLAs

• Refines service requirements into statements of work (SOWs) and resulting service-level agreements (SLAs)

• Builds and maintains relationships with all IT units and external service providers to ensure that IT-delivered services and end-user productivity goals are understood and exceeded

• Implements consistent processes for incident and problem escalation and resolution

• Retains all necessary knowledge on solutions involved in helpdesk and end user computing and implemented (reusable) components in these technologies, and assures this knowledge is documented by the ESP according to Agfa quality standards

• Advances the use of a knowledge repository to share information among all levels of IT service and support

• Cooperates/contributes in infrastructure projects, version upgrades, service pack installations, service request fulfilment, whenever this involves helpdesk or workplace services

• Promotes self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs

• Performs trend analyses and develops action plans for improving service timeliness and reducing costs

• Aligns service capacity to business demands (including customer satisfaction to the agreed-on goal).

• Refines, provides input to and communicates clear and unambiguous roles and responsibilities (R&Rs) for the services and internal and external parties (documentation done by ESP)

  
  

Vendor management and delivery assurance

• Maintains a close working relationship with the ESP who is responsible for managing the Service Desk and for the workplace services

• Monitors, reports, analyses and escalates to vendor management in case of deviations from agreed-on SOWs for helpdesk and workplace services

• Ensures the technical solutions of ESPs are consistent with the IT strategy and architecture

• Works closely with process owners to review service provider problems, to analyze and validate the accuracy of information and the feasibility of solutions

• Ensures ESPs’ adoption of standard processes

• Troubleshoots performance issues and resolves problems with service providers (e.g., help navigate the Agfa organization)

• Controls correct application of standards by the vendor as defined in cooperation with the Head of Processes Solutions and Head of Service Management.

• Provides input to Head of Service Management and CIO Budget Office on explaining the IT cost related to workplace and Help Desk ensuring cost transparency.

  
  

Performance management and process implementation

• Develops, manages, measures and reports on key service-level metrics as per the agreed contract with the ESP (average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity)

• Performs end-user satisfaction surveys (transactional and periodic) and develops action plans to address areas needing improvement

• Strives for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management

• Leverages service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement. Works in collaboration with Head of R&D Process – IT methodologies, transversal services to ensure sound implementation.

• Tracks industry trends and maintains knowledge of new technologies in the area of helpdesk and workplace to better evaluate business unit service requests and service provider proposals.

  
  

Strategy and planning

• Maintains knowledge on the participating business strategies and formulates implications and resulting SOW for workplace and Helpdesk

• Understands the value of technology in the enterprise’s business processes, works with service providers to identify opportunities for innovation, cost reduction and improved efficiencies and reviews service provider solutions

• Provides input to the in-scope technical architecture for outsourcing projects (related to End-User computing).

• Contributes to the Enterprise Architecture and IT roadmaps for projects related to Helpdesk and Workplace

  
  

Profile

• Master degree in IT or related domain, or equal by experience

• 5+ years of IT and business/industry work experience, with at least 2 years of experience in managing End user computing and end user service providers and help desk services with external service providers

• Proven experience with implementing external service provider projects

• Understanding existing systems and technology, and integrating Systems.

• Understanding business organisation and practices (approaches, culture,..)

• Proven leadership skills, you are capable of inspiring stakeholders and building trust

• Focus on results with a positive mindset

• Adaptable in a strong changing environment, with innovative and flexible mindset

• Good communication skills and are fluent in Dutch and English

• Problem solving, on both the partner side and the business/functions side

  
  

Our offer.
We offer a function in a fast-paced environment, and the possibility to build further your career. You will have the opportunity to work with a talented, dedicated team and get training and career development programs. We also offer a competitive salary and extra benefits.

If you want to be part of this experience,
"we’ll take you there".

Location: Mortsel