Área de la Empresa | Call Center |
Cargo Solicitado | Jefe de Informática | Sistemas |
Puestos Vacantes | 1 |
Tipo de Contratación | Tiempo completo |
Nivel de Experiencia | De tres a cinco años |
Género | Indiferente |
Edad | 18 / 70 |
Salario máximo (USD) | 1300 |
Salario minimo (USD) | 1100 |
Vehículo | Indiferente |
País | Guatemala |
Departamento | Ciudad Guatemala |
Summary: Supervise the IT contract for IT Services.
Supervise and Audit third party onsite support scope that includes:
• PC imaging
• End user support coordination
• Local Provisioning and Deprovisioning activities
• Incumbent should keep all field manuals and kits up to date
• Local Point of contact for Group IT
• Manage ITSM Queue for location
• Manage onsite stock inventory
• New hire on-boarding training.
Primary Role
• Onsite point of contact for the Service desk for Lenovo/Dell In Warranty
• Manage onsite New Hire Onboarding
• Support for various ad-hoc initiatives / projects / audits
• Responsible for onsite Asset Management, Inventory, Audits
• Technical Support for Training type sessions on request
• Supervise/Audit Third Party Onsite support
• Assist/Coordinate Onsite Support for Global or Regional Group Infra or AM IT IM/AM hand/eyes need for ticket driven requests (Telephony, VTC, Network)
• Provide onsite Mobiles support to Central Mobiles team (Vendor Management, Reporting, Invoice tracking)
• Supervise/Audit Third Party Provisioning and Depot Activities
• Escalated L2 Support Management: will provide remote support to end users within the scope of ap-proved support
Sub functions - Provisioning
• Processing and De-provisioning requests for laptops & accessories, Stock management
• Processing upgrades / refreshes of out-of-warranty / aged laptops as per the business rules for all of NAR users.
• Processing reclaims / returns of laptops for users leaving the company
• Handle the team mailbox by performing following tasks along with the team members:
• Taking ownership of e-mails and assigning e-mails to team members
• Responding to e-mails by sharing the requested information / update
• Filing e-mails by moving them to the respective folder within the mailbox
• Following-up with users on e-mails where information is pending, till proper closure of issue
Required Skills:
• Technical Associate Degree Preferred or Microsoft Certifications
• Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as BMC Remedy / HP IT Service Manager / Service Now
• Solid understanding of the IT Service Management concepts such as SLA, OLA, ITIL
• Excellent knowledge & experience on MS Excel – analysis and reporting – with the use of formulas, functions etc.
• Excellent spoken and written communication skills - as the job role involves closely coordinating with the third part and onshore teams, clients and users on a daily basis
• Should be able to prioritize tasks based on the impact and urgency
• Open to work in flexible shifts with a 2 hour start and end time frame
• Take complete ownership of the tasks at hand and adhere to agreed timelines
Informática | Sistemas (Opcional) |
Estudiante Universitario (3er Año) |
Inglés Requerido |
Avanzado |
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