담당업무

• -Hire, supervise, train, coach, and mentor Service Desk Analysts.
• -Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• -Manage the processing of incoming requests to the Service Desk to ensure courteous, timely, and effective resolution of end user issues.
• -Manage the employee onboard and off-board process.
• -Manage the IT Assets.
• -Manage the ITSM.
• -Coordinate with Operation Team and/or perform hands-on fixes including installing and upgrading software and configuring systems and applications
• -Manage and coordinate the deployment of new desktop systems
• -Desktop architecture, research and development.
• -Management of Mobile devices, MFP, printers and service contracts.
• -User account and access management.
• -Track and analyse trends in Service Desk requests and generate statistical reports
• -Oversee development and dissemination of KB, user guides for end users.
• -Oversee the development, implementation, and administration of service desk member training procedures and policies

우대사항

• -Excellent IT service and support experience.
• -Excellent understanding of Service Desk environment including operations, processes, etc.
• -Minimum of 3 years of IT experience
• -1+ years of supervisory experience
• -Strong knowledge in Microsoft Windows and Office 365 products
• -Strong knowledge of IT hardware set-up and configuration.
• -Strong understanding of Apple i-device with DEP.
• -B.A. or B.S. in Computer Science, Computer Engineering or other undergraduate degree
• -Knowledge in ITIL, MCSA is advantage.