Job Order Detail

Description

Responsible for triaging,planning,designing,and analyzing the organizations service center according to industry best practices,while also ensuring high levels of customer service and adherence to relevant policies and procedures.Responsible for leading and managing the service centre team towards achieving objectives;creates a team environment which fosters and develops effective working relationships and high performance;and provides consistent communication and feedback for employees.Responsible for the workload delegation,prioritization and management for the BI department.Responsible for establishing and maintaining ITIL 4 practices and processes.Analyzes performance of service center activities/trends to identify problem areas and recommends solutions to enhance quality of service to mitigate future problems.Manages the service catalogue,service level agreements,prioritizes requests,provides new application training and resolves escalated and complex service center issues.Responsible for developing strategies and capacity planning to meet future software asset management and hardware asset management needs. Bachelors degree or Diploma in Computer Science or a related field. Minimum two to three years experience in a Microsoft environment including Microsoft 365.Experience and/or education with IBM AS/400 in an administrative function;experience in Microsoft Office,Windows Server,Active Directory,and other desktop applications.Experience and/or education in personal computer hardware and printers including configuration and troubleshooting.Certification in ITIL 4,and experience utilizing JIRA are considered assets. Equivalent combination of education and experience may be considered. Strong ability to build effective working relationships.Excellent analytical and organizational skills.